Technical Customer Services Engineer
Due to continued, tremendous demand for our solutions, we are actively looking to grow our Customer Support capability in our London office. As a member of the Customer Support Group you will work directly with UK-based and international customers, performing initial or secondary investigations and responding to online and telephone support requests for Recommind’s email, search, categorisation and eDiscovery solutions. It’s important you are comfortable interacting with both business and technical team members, utilising consulting and hands-on development skill sets and can demonstrate good project management skills.
The role requires a blend of strong technical and communication skills as well as the ability to own a task.
•Respond to online and phone support requests
•Gathering information for each issue
•Providing analysis to fully understand the issue
•Carrying out the necessary research
•Proposing workarounds if appropriate
•Proposing and discussing fixes, providing advice and educating customers
•Interfacing with engineering, product management and professional services when necessary in order to prioritise customers’ requests
•Monitor and track all service calls, provides status updates to staff and customers using Recommind’s Helpdesk system.
•Very occasional weekend support rota
Technical Skills & Professional Experience
•Strong troubleshooting skills and a passion for problem solving and investigation
•Customer focus and service orientation
•Ability to multi-task, prioritise and work under pressure within tight timeframes
•Ability to work in process-driven environments as well as in contexts where consultation with colleagues, taking initiative and judgement calls are necessary
•Ability to communicate courteously and effectively with customers
•Good knowledge of Windows systems including SharePoint, Active Directory, IIS, Exchange
•Server or Systems Support experience (SQL server, filestore, VMs, etc).
•Knowledge of document management systems (e.g. iManage, OpenText DM, Lotus Notes)
•Knowledge of Java, RMI, HTTP, Tomcat
•European languages (particularly German) would be an advantage
A great opportunity to get involved with a high-growth company and be a major contributor to its success. Compensation includes base salary and benefits.
Recommind is an equal opportunity employer.
…..About Recommind Inc:
Recommind is the leader in predictive information management and analysis software, delivering search-powered business applications that transform the way enterprises, government entities and law firms conduct eDiscovery, enterprise search, and information governance. Recommind’s solutions are all built on the CORE (Context Optimized Relevancy Engine) platform, which automatically accesses, organizes and analyzes large volumes of information, in context, from myriad sources. With greater control over and more accurate access to information, organizations can lower risk, heighten productivity, increase the value of information assets and improve competitiveness and profitability. Recommind customers include AstraZeneca, BMW, Clifford Chance, Cisco, Marathon Oil, Morgan Lewis, US Department of Energy (DOE), White & Case and WilmerHale. Recommind is headquartered in San Francisco and has offices in Boston, London, Sydney and Bonn, Germany. For more information, e-mail firstname.lastname@example.org or go to www.recommind.com.