The Role:
* Resolution of technical escalations including identification of root cause
* Collect, consolidate and assist in prioritizing bugs, issues and enhancement requests for the product teams
* Provide engineering level support by leveraging access to internal production systems and support tools
* Manage complex client support issues by researching and resolving them quickly and efficiently
* Analyze reported issues, production logs, and customer feedback to identify systemic improvement opportunities
* Communicate regularly with Engineering teams to update them on product needs from a client perspective
* Liaise between the development teams and customer facing teams on issues and product changes
Role Requirements:
* Experience with issue tracking/ticketing tools (Jira, ZenDesk, TFS, Cherwell)
* Proven experience in an Application Support role or similar
* Programming experience with C#, .NET
* Excellent organization skills
* Ability to interact effectively with all levels of client teams and ability to explain complex concepts simply
* Strong problem solving skills while demonstrating patience to handle challenging situations
* Experience with SQL - oracle, MYSQL, MSSQL or similar technologies
* Excellent written and verbal communication skills
If you are interested in this role, please apply in the first instance with an up-to-date copy of your CV.
The JM Group is operating and advertising as an Employment Agency for permanent positions and as an Employment Business for interim / contract / temporary positions. The JM Group is an Equal Opportunities employer and we encourage applicants from all backgrounds.
