Support Engineer

Content Guru is a leading provider of cloud communications solutions. We help businesses across the globe to enhance their customer engagement and experience. 

From our omni-channel cloud contact center solution to our bespoke integration systems, we use cutting-edge technology to transform communications and make mass personalization a reality. This includes our development of AI and propensity modelling to create the seamless end-to-end customer journeys that inspire loyalty and power the success of organizations worldwide.

What we are looking for...

We are looking for talented graduates with a genuine passion for technology to join our fantastic global Support team. 

Support Engineers take responsibility for and ownership of all incidents, service requests and queries through to resolution, with focus on first time fix metrics and on meeting customer expectations.

Support Engineers are highly technically able and capable of prioritising, categorising and resolving the majority of faults covering the standard product portfolio. This includes taking support calls by telephone, email and via web portals.

The ideal candidate will be fluent in Dutch, English and German.

Location...

This role is based in our office in Den Haag, Netherlands.

This is an office-based vacancy and as such we expect all applicants to be willing to commute to our offices 5 days per week.

Please note, to be considered for this role you must have the right to work in the Netherlands. We are unable to offer sponsorship at this time. 

Key responsibilities of the role...

• Maintaining ownership of incidents from the initial customer report to resolution. 
• Prioritising and categorising faults promptly, escalating to other teams in the business where necessary.
• Delivering software or infrastructure updates.
• Following appropriate technical troubleshooting guidelines and techniques to diagnose and resolve issues.
• Maintaining a commitment to keeping customers informed and build and maintain relationships of trust with customers.
• Providing excellent customer service at all times.

About you...

• Bachelors degree/equivalent in STEM or Computer Science related subject.
• Experience communicating technical information to a variety of technical and non-technical people.
• Highly technically able.
• Strong problem solving skills.
• Good experience of delivering customer service.
• Great spoken and written communication skills.
• Fluent Dutch and German language, typically to at least C1 level. 

About the Company...

Content Guru is the largest privately owned provider of Contact Centre as a Service (CCaaS) in Europe. We have grown to have offices in the UK, US, Netherlands, Germany and Japan, and our award-winning proprietary cloud services now power some of the largest organisations across the globe. Operating in sectors ranging from utilities and travel through to finance and government, our clients include UK Power Networks, Rakuten, Rightmove, Interflora, Sodexo, and the National Health Service (NHS).

Our mission is to enhance the way the world communicates. With our omni-channel cloud contact centre solution, storm®, we enable businesses, customers and colleagues to interact across social media, video, SMS, email, web, web chat, and emerging technologies, such as WebRTC. We connect to hundreds of external systems, including AI, information and logistics systems, to bring information and communications together and deliver the customer experience of tomorrow.

We are an equal opportunities employer and consider all qualified and experienced applicants without regard to race, gender, religion, orientation, disability or any other characteristic protected by law. We are devoted to our people and pride ourselves on developing and upskilling our employees to give them the best opportunities for success.