Position Overview: As a Delivery & Support Engineer, you will be responsible for working with internal teams to set up and onboard new customers and to ensure that services are set up quickly, efficiently, and in line with customer expectations. Once customers are live, you will be an escalation point of contact (Level 2) for local support teams across the Western Europe region (France, Italy, Spain, UK) for supporting them, ensuring that services run efficiently and that any technical queries or tickets are resolved quickly. You may be invited to participate in service reviews with customers, discussing service issues or technical questions. You will also report regularly to leadership on the projects that you have in flight, make recommendations for improvements to processes and procedures, and regularly improve on the overall service metrics while proactively managing service impacting issues.
We're looking for individuals who have a passion for technology, the ambition and aptitude for creative problem solving, and the ability to embrace new challenges. You'll need to be adaptive and excited at the opportunity to help create new processes, contribute to what's already been built, and interact with customers on a daily basis.
Responsibilities:Lead new customer and project onboarding meetings validating and identifying customer needs, potential challenges, and key project timelines.Support implementation of Link Mobility regional products portfolio.Develop and implement best practices, processes, and tools which can continually enhance Link Mobility's performance.Ensure that a plan is in place with each customer for deployment, change management, and continuous improvement programs.Work closely with Product and Engineering on identification and tracking of enhancement requests and bugs.Manage answers to customer's technical questions by using internal resources, processes, and tools.Report monthly on incidents, root causes, and resolution metrics making recommendations for improvements, holding yourself and other teams accountable for improvements.Every employee is an important member of the LINK Family. We do not accept any discrimination, whether active or by means of passive support, on any characteristic that results in compromising the principle of equality. LINK Mobility regards diversity as a lever for profitability.
Your Experience:Fluent English in both speaking and writing.A 1st experience working in a Service Management, IT Support, or similar role.You have experience with large-scale, technologically complex accounts and/or Enterprise market customers.You will ideally have a degree in computer science, IT, and a real passion for technology.You have an aptitude for learning enterprise technologies. Exposure to database, cloud, and infrastructure technology is a plus.You are highly organized in your workflows and have the ability to multi-task in a dynamic, busy environment.You embrace teamwork and collaboration, working with multiple teams on a regular basis (Sales, Marketing, Support, Product, etc.).You are adaptive and love an ever-changing environment where you are constantly improving yourself, your team, and your processes.You have good verbal and written communication skills with the ability to present to a diverse audience both internally and externally.Your Qualifications:IT, Computer Science.Familiarity with Salesforce and other Software-as-a-Service.Self-motivated team player who has fresh ideas when it comes to user adoption and churn mitigation.A real go-getter who takes the initiative to get things done.
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