Technical Service Engineer

  • Hybrid
  • Manchester Area, United Kingdom (Hybrid) View on Map
  • @Connex One posted 6 months ago
  • Posted : March 15, 2023 -Accepting applications
  • View(s) 157

Job Detail

  • Job ID 27428

Job Description

About Us

Having recently secured £93 million of funding from global investors, Connex One has been voted one of the top 15 fastest growing tech companies outside of London over the past 2 years.

Connex One is a UK based market leading “Omnichannel” provider, providing powerful in-house AI technology to intelligently transcribe and assess calls, with an ever expanding platform of communication channels, including Email, Live chat, WhatsApp, SMS and Facebook.

Established in 2013 Connex One is now present in 5 continents, with a global headcount of over 350 global employees, based between our offices in Manchester, Durban (South Africa), Miami (USA), Melbourne (Australia), Stockholm (Sweden) and Spain (Barcelona).

The teams comprise of; Developers, Support Engineers, Technical Services, Solutions Architects, Sales & Marketing, Operations, Infrastructure & DevOps, Finance & Accounting, HR & Compliance in all global locations. The businesses’ success is based on impeccable client service, passionate people and leading-edge technology.

The Technical Services Team work in PODs which consist of a TSM (Technical Services Manager), TSE and a PM (Project Manager). The role of the TSE is to be a technical expert for the delivery of Connex One products and services, working closely with, and supported by their TSM to deliver multiple projects.

Role Objectives

The key deliverables of a Technical Services Engineer are to provide implementations of the full suite of Connex One products and provide technical onsite training, support guidance to new and existing clients.

The implementation team which this role forms part of, is also an advisory and escalation function and will be called upon to assist with project scoping, client on-boarding and client documentation.

As a Technical Services Engineer you must possess excellent verbal communication skills in addition to exceptional attention to detail with extensive written and technical documentation skills.

Core Responsibilities and Duties

  • Developing a deep understanding of the operation of our entire product suite as well as interface specifications for systems integrations
  • Working under the guidance of the operation and sales team, be responsible for the delivery, or part delivery of new projects as per customer requirements.
  • Ensure that training sessions and any required pre training plans are documented.
  • Take ownership of new projects and professionally manage them through to a resolution/conclusion, using trello and Zendesk.
  • You will need to be a self starter with the ability to work on your own initiative and deliver to high standards.
  • You need excellent communication skills, present a strong customer awareness and be able to liaise with internal departments to ensure clients get the best from the system.
  • Become a trusted adviser to our clients and help to develop practical solutions to their real world problems and risks.
  • Consult with clients using your own experiences on using the system to its full capacity, from dial and data strategies to do’s and don’ts when managing a system gained through your years in the contact centre industry.
  • Our aim is to give the best training and even better after care to new and existing clients.
  • Feeding back on product usability and development requirements from clients as well as your own ideas. Technical Services Engineers are customer facing and hear first-hand what will help develop the product at a customer level and also from your own experiences in the contact centre environment.
  • Be a core member of the growing technical Services team.
  • The customer always comes first is the ethos the company uses when working on any task.
  • Prepared to travel across UK and Globally (4-5 days per week)

Experience and Qualities

  • Training Qualification
  • Technical Document Writing
  • Understanding of Integration approaches
  • Project management (PMI / PrinceII)
  • MySQL, Postgresql
  • BI/Report writing Telephony (PBX/VoIP)

Qualifications and Skills

  • Contact Centre Experience (either as an end user or supplier)
  • Documentation (MS Office Suite / GSuite)
  • Ability to handle multiple project concurrently
  • Effective communication skills
  • Project delivery
  • Strong technical ability
  • Proactive self starter
  • Full driving licence

Remuneration And Benefits

  • Market Competitive Salaries
  • 26 days annual leave, plus public holidays
  • Opportunity to buy additional annual leave days
  • Wellbeing support from our qualified Mental Health First Aiders
  • Enhanced Family Friendly Leave Policies
  • Grade A office spaces based in cosmopolitan locations
  • Employee Pensions Contributions
  • Promotion of professional development

Required skills

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