Job Title : Application Support Engineer / Healthcare Product Support x2
Location : Cardiff, Wales
Job Type : Full Time
Salary: £32,000
As Application Support Engineer you will play a crucial role in assisting internal users and external customers with resolving hardware and software issues. You will be an integral part of a support team based in Cardiff, working closely with customers and internal stakeholders to provide exceptional technical support and product expertise.
Qualifications & Experience:
- Bachelor's degree in a relevant field, such as engineering or computer science, or relevant experience to the role requirements.
- Previous experience in technical support, customer service, or a similar role.
- Strong technical problem-solving, troubleshooting and/or diagnostic skills.
- Capability of working under pressure and to meet deadlines.
- Knowledge of IT Systems is essential, i.e. Microsoft Products, Remote Assistance Tools, networking.
- Proficient communication and interpersonal skills for internal and customer communications.
- Detail-oriented with a strong commitment to customer satisfaction.
- Ability to work independently and collaboratively within a team.
Key Responsibilities:
- Ticket Resolution: Diagnose and respond to support tickets submitted by internal users and external customers, assessing and addressing hardware and software issues promptly and effectively.
- Product Knowledge: Develop an in-depth understanding of our products to provide accurate and comprehensive support.
- Customer Communication: Maintain clear and professional communication with customers, ensuring they are informed about issue resolution progress and any necessary steps.
- Documentation: Create and maintain detailed records of support tickets, technical issues, and solutions, contributing to the knowledge base for future reference.
- Training and Assistance: Provide guidance and training to customers and internal users on how to use products effectively.
- Collaboration: Collaborate with the product development team to convey customer feedback, report bugs, and suggest product enhancements.
- Quality Assurance: Participate in quality assurance testing of new hardware and software builds to identify and rectify potential issues before and after release to Customers including the maintenance and operation of test systems.
- Quality Control: Assist in performing quality checks on Customer Systems built prior to delivery and provide reports on findings for review.
- On-Call Support: Occasionally, provide after-hours or weekend support during special events booked far in advance that can occur worldwide to be available for urgent internal needs.
- Internal Support: As an extension of technical services, there will be in-office needs to resolve other related technical issues as an extension of the role.
An excellent opportunity for an Application Support Engineer to join a growing team in a healthcare technology company using cutting-edge technology in healthcare and medical institutions worldwide.
