Technical Support / QA Tester

Eventogy is a SAAS product born from 20 years of Digital Design Agency experience. An Events Management Software product that has established itself as a power-player in the industry, Eventogy is exclusively used by enterprise businesses from corporate banks to law firms and automotive. We have incredible relationships with our clients which is a representation of how we want to ensure they are always treated as important and valuable.

We provide email and phone tech support to users within these large corporations using our platform on subjects including incidents, requests, troubleshooting for problems, or change control depending on the requirements of any of our customers. Although at present the role is fulfilled by our production team of developers and software engineers, we are looking to segment the specific duties of technical support of the platform onto a new team who can focus on the role.

The candidate must possess excellent verbal and written communication skills as well as good analytical and technical skills as this role will depend on the individual answering phone calls as well as responding to emails and tickets. In addition, they need to collaborate with the entire production team, escalating and sharing issues as and when appropriate.

The Technical Support / QA Tester will independently manage requests on their own daily but as part of a larger team and will report directly to the development and operations team, being a pivotal part of the production team workflow. We use Zendesk to manage tickets and although we have an existing formalised process of dealing with tickets, we will welcome any positive change to this process.

We recognise that this is a hybrid role that will require similar skill sets to be successful. The ideal candidate is an exceptionally organised, methodical professional with the experience necessary to take our products to the next level with respect to accuracy, security, and safety.

You will also be expected to work closely with the Eventogy Customer Success Manager who will have a more hands on and personal relationship with all our clients.

Requirements

Reporting to the Project Manager, the key deliverables of our Second Line Engineers can be summarised as follows:

• Delivery of high quality support on a range of technical incidents, requests and problems across the Eventogy client base
• Always maintain a professional relationship with clients and peers and act as an ambassador for Eventogy.
• Utilise excellent customer service skills and exceed customers' expectations while ensuring SLA's are met; time to respond, time to resolve and first-time-fix.
• Application troubleshooting - ask targeted questions and apply accurate troubleshooting.
• Responding appropriately to, and effectively resolving, customer incidents, queries or complaints.
• Interpret, build upon, and comply with company quality assurance standards
• Document quality assurance activities with internal reporting and audits
• Contribute fully as an active team member alongside development and operations teams to ensure critical objectives are achieved.

The ideal candidate will have previous experience of providing IT Support in a commercial environment while providing valuable QA feedback on the development and operations team. The candidate would preferably have the following skills:

• Understanding of SaaS Platforms (or similar online technologies)
• Understanding of “grey box” testing
• Knowledge of browser support
• Knowledge of Quality Assurance and integration testing
• Excellent proficiency in written and spoken English; any other second language welcome
• Understanding of Operating System limitations and compatibility issues
• Formal IT qualification, such as MCSE/MCITP or multiple MCPs massively advantageous

Benefits

Although we work with some of the world’s most recognisable brands, we have an informal nature. Behind great work is fantastic chemistry, and we like to have fun both inside and outside the office. So there are no walls, glass prisons or segmented desks here. Instead, we work together as one team.

Our office is in Farringdon, London. The will be an office-based role with the possibility to have flexible working patterns, including working from home.

It's a full-time position, 9am - 6pm five days a week.

Salary £25,000 - £28,000

All applicants MUST have working Visas or be UK residents.

NO AGENCIES - Please do not attempt to canvas