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Graduate Technical Customer Support Engineer

Company: Manything 

Type of contract: Permanent 

Hours: 37.5 per week, Monday – Friday 

Package: £22,000 - £24,000 dependent on experience

Are you a graduate looking to get some commercial experience within a fast paced, agile and innovative technology company? Do you have a customer first ethos and a technical mindset? Would you relish the opportunity to get some experience of testing the Manything App and website? It’s an exciting time of expansion at Manything – we have quickly grown from a small start-up to one of the leading players in the professional cloud-based video surveillance market. We’re hiring for some key roles to build a strong team ready to continue this growth!  

 

About Manything:

Manything, founded in 2012, stands for ‘monitor anything’ – the Manything app was developed to turn old smartphones and tablets into sophisticated home monitoring cameras. Manything now has 1 million registered users globally, with the majority based in the US / UK. Manything lets users give a spare smart phone or tablet a new lease of life, they just need to download the app on their spare device to turn it into an instant home security camera. 

 

At the end of 2016 Manything added another app to the business, Manything Pro. Manything Pro is an innovative software platform which is shaking up the professional security industry. Traditionally, all video recorded by CCTV systems is stored at the same location as the cameras on local hard drives. With Manything Pro, CCTV installers can offer their customers something new – their video can now be saved to our cloud platform and the business owner can easily view their cameras from the Manything Pro app and website. 

 

The Role:

We’re looking for a Graduate - Technical Customer Support Engineer to provide an excellent level of support to both existing and potential customers for the Manything app (support for the Manything Pro app will be handled by a different team). You’ll be responsible for answering incoming queries, identifying the best course of action and documenting where necessary. You’ll be continually looking to find and implement solutions to reduce the support required and improve the customer experience. When you’re not handling support enquires, you’ll also get involved with testing all aspects of the Manything & Manything Pro apps and websites. 

 

Responsibilities

 Technical Customer Support - 70%

  • Accountable for the support inbox, responding to customers with a timely and quality response to resolve issue
  • Investigating technical issues, analysing information in logs and databases to solve problems
  • Tagging conversations to ensure support data is as accurate as possible
  • Reporting monthly conversation statistics to be distributed to the wider team, highlighting any trends and monthly changes
  • Proactively feeding back to the development and test teams on any repeat or more serious issues, updating and raising codebase tickets where required
  • Keeping track of feature requests to aid development decisions
  • Promptly passing on any installer queries to the Manything Pro partner support team
  • Continually seeking to improve, finding and implementing solutions to reduce the level of support required and in turn improving the customer experience
  • Take the lead on coordinating and discussing improvements to support processes, implementing new methods and evaluating levels of success
  • Setting up and communicating a rota to cover the inbox during periods of leave

 

Testing - 30%

  • At a system test level, you’ll be testing all aspects of the Manything App and Website 
  • Design, create and maintain re-usable test cases
  • Execute manual and automated tests
  • Regression testing and UAT for new features
  • Defect tracking through to closure
  • Analysis and investigation into persistent problems
  • Working with developers to ensure timely resolution of issues and improve product quality
  • Participate as a testing resource and be an integral part of all releases

 

Skills, knowledge and experience

  • You’ll be a graduate with some previous customer service experience
  • An interest / understanding of iOS and Android applications
  • Some knowledge of how home networks / wireless connections work 
  • Excellent technical problem-solving skills and a customer first approach
  • Strong written communication skills
  • Able to take responsibility for own area, whilst working as part of a wider technical team
  • Demonstrates a mindset of continual improvement from a development, process and customer experience perspective
  • You’ll be adaptable, resilient to change and would thrive working in a start-up tech environment 

 

To Apply: click here. 

Closing Date: 29th May 2019, however, due to an anticipated high response, we reserve the right to close the vacancy earlier than the specified closing date. 

To apply for this vacancy please get in touch with the recruiter using the details shown above.

Submit Vacancy

Submission Terms and Conditions

Terms and conditions for submitting a vacancy onto Milton Park’s website: www.miltonpark.co.uk

  • This job vacancy must be based only on Milton Park
  • The company must be a Milton Park occupier
  • This job vacancy will remain live for 3 months or until further notice from yourself
  • This upload will be reviewed by the Marketing Manager for MEPC before it is set live, once it is set live you will receive a confirmation email
  • Please endeavour to contact the Marketing Manager to ensure the vacancy is removed once the position has been filled