We’re a high-growth Cloud first company that is passionate about using big data analytics, machine learning and cutting-edge technology to revolutionise the way that global corporates protect themselves from criminal activity, potential fraud and would-be money launderers. The Customer Onboarding Engineer (COEng) will assist with technical delivery of the company’s implementation of cloud-based applications and providing technical expertise during the on-boarding process and in the resolution of post sales customer support matters. Requiring a technical and high-level commercial understanding of the Company’s suite of products, the COEng will focus on assisting the commercial team to on-board new customers to W2, while also supporting customers who have questions or issues pertaining to the use of the W2 products & services.
Client Operations Manager
Newport Offices although the COEng may be required to attend customer site visits occasionally.
Support new customer on-boarding and attend configuration workshops when required.
Assist with both pre and post support queries from customers including predefinition of configuration of products, customer on-boarding and 1st line support.
Capture and clarify technical product requirements from new customers and act as technical point of contact.
Support customer migrations to newer versions of existing products.
Engage in the continuous review and improvement of on-boarding processes.
Provide updates and reports on the current status of customers currently being on-boarded.
Work with customers and customer data to perform analytical functions.
Achieve proficiency of W2 support software used to log, track, and manage reported issues.
Handle emails, web-to-case reports and customer calls regarding technical issues related to W2 services.
Maintain a ‘continuous improvement’ approach in the support of all W2 services (inc. the W2 APIs).
Re-produce and resolve complex technical issues in a timely manner.
Create knowledge base articles to enhance the reuse of technical knowledge.
Transfer knowledge to customers and co-workers whenever applicable.
Work with the W2 product & operations team to file and track customer enhancement requests.
Engage in the company’s quality assurance process, including integration and system testing.
Ensure that industry standards and best practices are maintained across the organisation.
Ensure company problems are resolved in a timely and cost-effective manner.
Work with and to, company’s software development processes.
Ensure the company’s customer-facing services comply with community expectations and applicable laws and regulations for privacy, security, and social responsibility.
Maintain up-to-date knowledge of technology standards, industry trends and emerging technologies.
At all times work in a way that demonstrates the company’s business methods
To listen to and relay market intelligence.
Maintain the highest standards in terms of personal appearance, conduct and respect of company property.
Key working relationships:
Head of Product (HoP) – Product & Marketing teams.
Head of Account Manager (HAM) – Sales team; Existing accounts and ongoing customer relationships.
Person Specification (Qualifications, experience, skills, personal attributes required to do this role):
We are seeking a motivated and energetic individual who thrives on working with customers to resolve complex technical issues. This position requires a team player who is motivated to learn, and who strives to find timely solutions to such technical issues. It will require constant and effective communications with internal/external cross-functional teams. This individual will have the opportunity and freedom to cultivate new and innovative support solutions which will benefit W2’s entire client base.
Demonstrable experience of resolving customer issues and delivering quality results in a timely manner is essential.
Experience with customer support processes and applications; the previous use of Atlassian Jira and Confluence would be desirable however not essential.
Ability to discern user requirements and develop specifications in the support of a new client need.
Excellent interpersonal, written and oral communication skills; an effective communicator.
Ability to articulate ideas to both technical and non-technical audiences.
Exceptionally self-motivated and directed and able to work independently and in a collaborative environment.
Proficiency using SQL Server is desirable.
Experience in .NET C#, T-SQL and experience of ASP.NET/MVC would be desirable
Good understanding of the entire development process, including testing, build, deploy and maintenance
Ability to set / manage priorities judiciously, articulating ideas to both technical and non-technical audiences.
Keen attention to detail with superior analytical, evaluative, and problem-solving abilities.
Additional Information (including benefits):
Working hours: Your weekly hours are 37.5 per week with a 1-hour unpaid lunch break.
Disclosure and Barring Service: Your employment is subject to a satisfactory completion of a DBS check.
Pension: The Company operates a pension scheme and, in compliance with the employer pension duties under the Occupational and Personal Pension Schemes (Auto Enrolment) Regulations 2010, you will be enrolled as an active member of this scheme (or such other registered pension scheme as may be established by the Company to replace the scheme) from day 91 of your employment, subject to your eligibility.
Death in Service: Upon completion of the Probationary period you are entitled to join the Death in Service Scheme.
Share OptionScheme: You will be entitled to join a share option scheme under the Enterprise Management Incentives (EMI) scheme.
Holidays: You are entitled 25 days annual holiday plus 8 Statutory Bank and Public holidays (pro rata for part time staff). Holiday entitlement increases by 1 day for each complete year of service at the start of the holiday year to a maximum of 5 days. You also have the option to buy up to a further 5 days additional holiday.
Company Mobile Phone and Company Laptop: If required in the course of your work the Employer will provide you with a company mobile phone and company laptop for use in the performance of your duties; this must be carried on you at all times and should only be used for work purposes.
Bupa Group Cash Plan Cover (Level 2): Upon successful completion of the Probationary period you are entitled to join the BUPA Wellbeing Heath plan
Weekly Yoga Sessions: every Monday in the office
Weekly fruit deliveries: every Monday
‘The Nest’: includes foosball table, Xbox, and reading corner
Free tea, coffee (including coffee machine), and associated elements
Employee Recognition Scheme
Volunteering Day – one paid day per year to volunteer