More about the role
We’ve a great opportunity to join us a Technical Support at our dedicated Newcastle based team of highly skilled engineers, that provides advanced technical support across six languages for customers in EMEA. You’ll provide multi-level technical support for diagnosing and fixing software and hardware issues, case management activity for service requests and equipment as well as resolving customer problems.
You’ll be troubleshooting our customers queries via multiple channels, including telephone, WEB, E-mail, Chat or Auto-support. You’ll be responding to the customer issues in a timely manner and follow up directly with customers on recommendations and action plans. You’ll have support from internal technical expertise, including higher-level engineers, knowledge base, and other internal tools, to provide the most effective solutions to customer issues.
You’ll share best practices with your colleagues and learn about new technologies and complimentary storage applications, along with focusing on an area of technical specialisation and attend classes, complete lab projects, read and work with other Technical Support Engineers on cases that will help cultivate that expertise.
Who we are looking for
You’ll have proven good written and verbal communication skills, along with proven customer service skills. You’ll have an aptitude for learning new technologies and understanding how to utilise them in a customer-facing environment, along with a creative approach to problem solving. You’ll preferably have a degree in Computer Science or engineering, or equivalent level of education or relevant work experience to be successful in the role.
As the role is technical, you’ll have an understanding and interest of NFS, the UNIX remote file sharing protocol, along with CIFS. We’re looking for you to have experience, a knowledge or interest of Storage Systems, like SAN connectivity methodologies for storage systems. You’ll ideally have knowledge and experience of UNIX/Linux operating systems.
We’re looking for you to have knowledge of TCP/IP and Networking, along with experience Windows Server 2003/2008 R2, VMware ESX/ Hyper-V, ISCSi/RAID, MS Exchange 2003/2007/2010, Enterprise Backup Software.
You’ll ideally have experience of usage of tools, logs, and support tools needed to analyse system issues, such as perfstat, packet traces, ASUP logs to name a few. To be successful in this role, you must be a motivated self-starter and self-learner, possess strong customer service and technical problem solving skills; and be someone who embraces challenges.
What we will give you
You’re important to us, so we like to make sure we look after you. We’ll give you a competitive salary. Your paydays are fortnightly to help you throughout the month, which is a bit different from the norm.
We’ll give you a comprehensive 4-week training programme, to teach you everything you need to know and then we’ll continue to help and support you need to develop a long and rewarding career with us.
All work and no play isn’t good as they saying goes, so we’ll give you 21 days’ holidays plus 8 days bank holidays allowance, so 29 days in total, with this increasing with service too. You’ll also get a variety of discounts through our online employee discount service, which are always helpful. We’ve a great Pension scheme that we’ll contribute too as well, along with free Life Assurance and an Employee Assistance Programme. We also have contributory Dental and Private Medical plans too. So you’ll certainly be looked after here at Convergys.
A bit about us
We’re one of the biggest players in the contact centre industry, with more than 130,000 people based across our 150 sites worldwide. In the UK, we’ve 10 sites, with 2 here in Newcastle with nearly 1000 people based across them. We’re a bunch of friendly, caring and fun-loving people who successfully manage billions of customer interactions each year. Here in the UK, we provide a range of sales, customer care and technical support services for a number of respected brands.
Here at Convergys, for this role, we are providing the support for the EMEA for an international brand that throughout the world, leading organizations count on their software, systems, and services to manage and store their data. They help enterprises and service providers envision, deploy, and evolve their IT environments. Their customers also benefit from their open collaboration with other technology leaders to create the specific solutions they need, so why not become part of this new team here in Newcastle.