🚀 Internship

Placement Student - Technical Support Engineer


2mo ago

🚀 Placement Program


💻 Remote
Rolling basis


We are now looking for a Placement Student - Technical Support Engineer to join #TeamGreen in the UK. The role can be based from our Manchester-HQ, or remotely across the UK.

Your role will immerse you in the world of a Technical Support Engineer, with support of the wider team, you will learn to provide 1st response, world class service to our customers globally. You will champion customer happiness and success through patience, understanding, and technical skills, and you will deliver an outstanding level of customer obsession enabling the success of customer projects. You will work collaboratively across our business to scale this function in Matillion.

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Area of Responsibilities



Customer Interaction:Develop into becoming the first point of contact for customers who are reaching out for support with a diverse range of problems related to their implementation and use of the Matillion platformMonitor multiple channels, including email, web and SlackLearn from your team and develop into providing technical customer interaction, case resolution or redirection, and case lifecycle managementSupport Case Triage:Establish customer identity, and maintain data quality in SalesforceEnsure sufficient information has been supplied by the customerCategorise and triage cases (primarily to determine if immediate attention is needed)Redirect cases to appropriate channels internally eg. onwards to the next level or support or feature requestsDocumentation problemsMonitor for patterns and proactively spot opportunities for internal process improvementCase Resolution:Understand the broad purpose and documented limits of Matillion's product rangeRejecting inappropriate support cases (example: spam email, known problem, existing feature request)Gather and use information from multiple sources to make decisions or suggestionsUse links to existing documentation as case resolution where possibleKeep up to speed with known problemsReplicate and verify new problems where possibleCase Management:Monitor SLAsHandle both internal and external escalations related to customer issuesClose cases which have reached the criteria for resolutionAs part of a global support team, there may be some level of case management outside of standard office hourProduct and Engineering Support:Provide feedback to product and engineering based on your visibility into how customers are using and interacting with Matillion
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Essential Requirements:Fantastic communication skillsKnowledge of what goes on in a technical support role, in a Solutions architecture environmentOpen to being in an external-customer-facing role, and can demonstrate great email, phone, and social media etiquetteA keenness for working in a customer service or enterprise software support rolePersonal Capabilities:A passion for customer service, and a great love for helping peopleInquisitive by natureKeen to learnAble to independently investigate and understand problemsSome flexibility in working hours will be usefulAttention to detail, especially with regard to documentation, audit and data quality
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