Product Support Engineer Job Listing at SS&C Technologies in United Kingdom (Job ID R18553)

Description

SS&C is a global provider of investment and financial services and software for the financial services and healthcare industries. Named to Fortune 1000 list as top U.S. company based on revenue, SS&C is headquartered in Windsor, Connecticut and has 20,000+ employees in over 90 offices in 35 countries. Some 18,000 financial services and healthcare organizations, from the world's largest institutions to local firms, manage and account for their investments using SS&C's products and services.

Job Description

SS&C Blue Prism

SS&C Blue Prism allows organizations to deliver transformational business value via our intelligent automation platform. We make products with one aim in mind - to improve experiences for people. By connecting people and digital workers you can use the right resource, every time, for the best customer and business outcomes. We supply enterprise-wide software that not only provides full control and governance, but also allows businesses to react fast to continuous change.

Exceed customer expectations, stay competitive, accelerate growth.

Product Support Engineer

Blue Prism® is seeking an enthusiastic, motivated individual with excellent oral and written communication skill to join our team of highly skilled support staff.
Primarily responsible for providing world class technical support to Blue Prism customers and partners, and will be reporting to the Customer Support Manager.  As our global customer base expands, the support analyst may also be required to work shift or on-call patterns to provide support for other time zones. 

Your Responsibilities:

• Your primary responsibilities involve troubleshooting, analyzing technical problems and working with the customer and Blue Prism developers to resolve technical roadblocks. You will ensure all issues are resolved or escalated to the proper resources to resolve in a timely fashion. Additionally, you will manage communications with customers at all levels to maintain positive relationships.
• Additional responsibilities include but are not limited to the following:
  • Managing customer issues within our CRM system.
  • Manage customer support technical issues on a daily basis, including verifying issues, isolating and diagnosing the problem, and resolving the issue where possible.
  • Provide technical support to customers, partners, sales engineers and post-sales consultants via telephone, email and the web.
  • Reproduce product behaviour to determine the problem root-cause and to find work-arounds and solutions.
  • Ability to ensure actions are followed-up in a timely manner and attention to detail.
  • Ability to deal with difficult customer situations.
  • Coordinate with other teams to provide assistance in identifying, reporting and resolving product defects.
  • To write, review and maintain knowledgebase articles
  • To proactively contribute in the correct development on P1 BCS incidents
  • To be active in supporting and mentoring other team members

Our Ideal Candidate:

• A team player with initiative and ability to be productive without supervision.
• Has experience in support of software products to include derivation of workarounds and fixes.
• Has excellent attention to detail with a passion for quality with strong written and oral communication skills.
• Has the ability to recognize problems, gather facts, analyze information with strong deductive reasoning skills.
• Has the ability to organize multiple work tasks and prioritize them to meet specific deadlines, work under own initiative and respond to peaks in demand.
• Has the ability to quickly grasp and understand new tasks and ideas.
• Possess a strong desire for self-improvement and advancement with a strong and active interest in IT generally.
• Must be ambitious and prepared to commit to a rapidly growing company through a period of considerable expansion.
• Has the ability to work constructively together as a team, sharing ideas and resources.
• Must be passionate about delivering high quality service to customers and partners, with a focus on continuous improvement.
• Must have the capability to act as a mentor and contribute to the development of knowledge and skills of the team

Qualifications & Required Skills:

• College diploma or bachelor's degree in a technology-related field (or equivalent work experience).
• 3+ years of industry experience in supporting enterprise software components.
• Excellent written and verbal communication and problem solving skills are essential.
• A high degree of analytical, trouble shooting and problem solving abilities.
• In-depth knowledge and ability to troubleshoot currently supported Windows operating systems (servers and clients).
• Strong Windows administration skills with the ability to diagnose Windows system issues using the Windows Event Viewer logs.
• In-depth knowledge and understanding of virtualization technologies and platforms (e.g. Citrix, VMware, Hyper-V).
• Thorough understanding of and ability to use and troubleshoot the Microsoft Office suite (specifically MS Excel & Outlook).
• Thorough understanding of TCP/IP networks and security, LAN/WAN communication and configurations.
• Understanding of KCS (Knowledge Centered Service)
• Good formal documentation skills. Ability to work under own initiative and respond to peaks in demand.
• Strong relationship management skills, establishing empathy with customers through insight into their business drivers and expectations.

Desirable Skills (good to have):

• SQL programming skills and knowledge of SQL Server.
• Proficiency in concepts such as logical operators & data types.
• Exposure to basic programming skills with knowledge of VB/.NET/C# an advantage.
• Exposure to Web Development technologies (JavaScript/HTML/HTML5/PHP).
• Awareness of Data-interchange technologies (XML/Soap/JSON).
• Blue Prism Certified Developer
• Blue Prism Certified Technical Architect

Unless explicitly requested or approached by SS&C Technologies, Inc. or any of its affiliated companies, the company will not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services. SS&C offers excellent benefits including health, dental, 401k plan, tuition and professional development reimbursement plan. SS&C Technologies is an Equal Employment Opportunity employer and does not discriminate against any applicant for employment or employee on the basis of race, color, religious creed, gender, age, marital status, sexual orientation, national origin, disability, veteran status or any other classification protected by applicable discrimination laws.