Precisely is the leader in data integrity. We empower businesses to make more confident decisions based on trusted data through a unique combination of software, data enrichment products and strategic services.
What does this mean to you? For starters, it means joining a company focused on delivering outstanding innovation and support that helps customers increase revenue, lower costs and reduce risk.
In fact, Precisely powers better decisions for more than 12,000 global organizations, including 99 of the Fortune 100. Precisely's 2500 employees are unified by four company core values that are central to who we are and how we operate : Openness, Determination, Individuality, and Collaboration.
We are committed to career development for our employees and offer opportunities for growth, learning and building community.
With a "work from anywhere" culture, we celebrate diversity in a distributed environment with a presence in 30 countries as well as 20 offices in over 5 continents.
Learn more about why it's an exciting time to join Precisely!
The Support engineer provides software technical support for Precisely Spectrum products to customers / partners by phone or email in a global team that provides support 24x7x365.
This includes front line support answering basic to complex questions across the range of Spectrum products. The issues are recorded electronically in a call tracking database for call history and statistical reference.
She / he possesses preferably a knowledge of the company’s products and other applications used by our customers and partners.
This full-time remote position can be based in France, Germany, Poland, or the UK.
YOU WILL :
Receive telephone calls and emails from customers / partners concerning technical issues. Open Support cases for each call and update cases in the call tracking system on a consistent basis Ensure that all customers / partners are operating with appropriate software release levels and fixes for reported problems.
Take ownership of customer / partner inquiries and gather and analyse appropriate diagnostic information. Follow up consistently with customers / partners as promised / agreed upon and subject to published service level agreements (SLAs).
Escalate internally when necessary and follow through on all commitments. Understand the Severity of the issue and follow the internal escalation paths in a timely manner.
Keep customers / partners informed of how and when problems are resolved within the severity levels timeframe, always communicating in a professional manner both verbally and in written form.
Provide the customer / partner all the steps taken to resolve the incident.
Assist internal resource such as pre-sales or services engineers during product demonstrations, installations, machine upgrades and product upgrades remotely over the telephone and via E-mail.
Interface with development staff to test and resolve customer / partner issues.
Compose FAQ’s, document solutions, and knowledgebase items.
Ensure that all customers / partners are operating with appropriate software release levels and fixes for reported problems.
You may be required to work off-hours and weekend shifts for on call support.
YOU HAVE :
Experience working with SQL and Database technologies, such as DB2, Oracle and SQL Server.
Experience working with Data Quality, Change Data Capture and ETL Data Integration solutions.
Experience working with SaaS environments and Cloud platforms such as Snowflake, Databricks and Azure SQL Database.
Experience working in a technical customer support role providing support for business-critical software products, resolving technical problems via telephone is desirable.
English language speaking proficiency to converse with customers is required, a second European language would be beneficial.