L2 Application Support Engineer

ARE YOU READY TO WORK AT PRIMEREVENUEThe L2 Application Support Engineer is responsible for resolving customer issues in an efficient and effective manner. This person will work on requests changes and incidents based on client issues using the documentation and procedures that are in place. WHAT YOU GET TO DOProvide technical Level 2 support and assistance to all Global Level 1 Customer Support teamsWork independently in addition to being a contributing member of a team that is distributed in multiple locations globallyCreate relationships and collaborate with peers and managers to answer more complex customer questionsProvide technical support for customersinternal resources who usePrimeRevenueSCiSupplier products via phone chat or emailLearn and utilize specific software tools andproblem-solvingstrategies to solve for customer issues and continuously improve PrimeRevenue Customer Support processesAct as a customer advocate by reporting product improvements and enhancement requests and be able to own and drive resolution of customer issues define resolution action plans and follow through to case closureCommunicate problem resolution action plans and statuses to customers in a professional and timely manner and be able to own the support relationshipProvide innovative ideas to satisfy customer requirements in a fast-paced highly energetic fun and performance-driven cultureFacilitate the escalation of critical customer issues by coordinating activities among various groups and departmentsTimely and appropriately escalate support issues with fully documented steps that have been followed to resolve the issueAdapt communication style to match the customers needs. Diffuse emotional customer situations effectively and recognize when to escalate the matterWork on assignments that are routine or semi-routine in nature. Follow standard practices and proceduresWrite professional succinct and accurate emails and communicate verbally in a clear concise and understandable manner.Work closely with other teams to improve the quality and accessibility of the products.Act self-sufficiently to identify solutions despite high degrees of ambiguity and uncertaintyUnderstand and comply with work instructions process documents and technology toolsActively identify contribute to and facilitate business impacting continuous improvement effortsParticipate in all training activities WHAT ARE WE LOOKING FORBachelors degree in Computer Science MIS or related fieldMinimum two years experience in a customer data integration and production environmentsMinimum two years experience in a production technical operations environmentMinimum two years experience with Microsoft SQL Server and queries scriptingProven ability to establish develop and manage relationships with cross-functional internal and external teams.Demonstrated effective communication skills using different approaches such as phone presentations videoconference and in personDemonstrated ability to approach challenges with a consultative" perspectiveDemonstrated ability to identify the needs of the customer and define alternative solutionsStrong computer skills - Windows server SFTPFTPFTPS services encryption protocols PGP AS2 SSHStrong operationaltechnical skills - Microsoft SQL queries scripting and networking technologiesApplication knowledge - Microsoft OfficeSalesForce QuestStrong and advanced troubleshooting discovery and listening skillsFinancial services payment file formatsprocessing a plusMethodical approach to problem solving with strong attention to detail in a fast paced deadline driven environmentCapable of working independently but willing to ask for help when neededCapable of quickly developing knowledge in other areasStartuphigh-growth technology firm experience is a plusABOUT PrimeRevenuePrimeRevenue is a global fintech provider specialising in supply chain finance that helps large businesses optimise their working capital. With 150 employees across offices worldwide including London we work with clients across more than 30 currencies and process over 250 billion in payment transactions annually. Were a diverse collaborative TEAM working on complex financial problems at scale where each individual is valued and we believe curiosity drives great work and long-term growth.