Enter the details of the role here to advertise on the site for free.
Submit a Vacancy
Graduate Technical Customer Support Engineer
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!
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.
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.
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