Joining a fast-paced support department to deliver excellent customer service and resolve customer issues related to the ePortfolio (Smart Assessor) product.
Compensation
Performance Bonus – Our Group-wide bonus scheme enables you to reap the rewards of your success
Responsibilities
Handling incoming support calls and emails
Undertaking relevant issue investigation and capturing key information
Ensuring exceptional customer service and satisfaction
Performing technical support service (telephone calls, web incidents, voicemails, call backs, e-mails) to diagnose problems, remotely monitor, pre-empt faults, and ensure resolution
Senior Support Engineer to join the Healthcare Support team, investigating and resolving software-related issues escalated from first-line support colleagues.
Locations (3)
Birmingham, England, United Kingdom
India
Australia
Responsibilities
Investigating and resolving customer software and application support issues
Taking ownership of escalated support tickets and managing cases through to resolution
Working directly with customers to understand issues, identify solutions, and provide guidance
Using remote access tools to investigate and resolve issues within customer environments
Collaborating with colleagues across UK and India support teams
Provide technical support to customers and their end-users, covering multiple customer sites predominantly in the London area with expected travel across the UK.
Responsibilities
Provide technical support to customers and their end-users
Act as a technical escalation route to 1st line Service Desk
Logging incidents, service requests, changes and problem tickets in support platform
Troubleshooting and resolve tickets whilst liaising with users until resolution is achieved
Creating / updating training materials, runbooks and knowledge base articles
The Director of Commercial Finance leads FP&A, Finance Business Partnering, and Executive and Investor Reporting. The role is responsible for the budgeting and forecast cycles, executive and investor reporting, and the quality of insight provided to commercial and functional leaders.
Responsibilities
Lead performance tracking across ARR, bookings, revenue, and margin, providing leadership with a clear and consistent view of the business.
Act as the primary finance contact for leadership, providing proactive challenge and insight.
Provide analysis of bookings, retention, and unit economics, with profitability analysis by customer cohort, product, and sector.
Own the definitions, governance, and tracking of ARR, churn, Gross Revenue Retention, and Net Revenue Retention, and ensure consistent application across Finance, Revenue Operations, and the Commercial Units.
Analyse the drivers of ARR movement, including new business, expansion, contraction, and churn, and present recommendations to the Executive Committee.
Manage technical incidents, act as single point of contact, coordinate with engineering, MIM, and Customer Success, reduce repeat failures, and manage cloud cost of goods sold.
Responsibilities
Act as technical SPOC during priority incidents
Engage engineering owners quickly
Work alongside Major Incident Manager
Provide accurate technical updates to Customer Success
Escalate through agreed routes
Requirements
Nice to have: FinOps experience or certification
Nice to have: ITIL 4 certification
Nice to have: cloud certifications (AWS Solutions Architect, Azure Administrator or Architect)
Nice to have: experience with CMDB and service mapping
Nice to have: experience across multiple sectors or product lines
Senior Support EngineerNewOneAdvanced · Remote, United Kingdom+2 more