Responsibilities

Due to continued, tremendous demand for our solutions, we are actively looking to grow our Customer Support capability in our London office. As a member of the Customer Support Group you will work directly with UK-based and international customers, performing initial or secondary investigations and responding to online and telephone support requests for Recommind’s email, search, categorisation and eDiscovery solutions. It’s important you are comfortable interacting with both business and technical team members, utilising consulting and hands-on development skill sets and can demonstrate good project management skills.

The role requires a blend of strong technical and communication skills as well as the ability to own a task.

Primary Responsibilities

• Respond to online and phone support requests


• Gathering information for each issue


• Providing analysis to fully understand the issue


• Carrying out the necessary research


• Proposing workarounds if appropriate


• Proposing and discussing fixes, providing advice and educating customers


• Interfacing with engineering, product management and professional services when necessary in order to prioritise customers' requests


• Monitor and track all service calls, provides status updates to staff and customers using Recommind’s Helpdesk system.


• Very occasional weekend support rota

Technical Skills & Professional Experience

• Strong troubleshooting skills and a passion for problem solving and investigation


• Customer focus and service orientation


• Ability to multi-task, prioritise and work under pressure within tight timeframes


• Ability to work in process-driven environments as well as in contexts where consultation with colleagues, taking initiative and judgement calls are necessary


• Ability to communicate courteously and effectively with customers


• Good knowledge of Windows systems including SharePoint, Active Directory, IIS, Exchange


• Server or Systems Support experience (SQL server, filestore, VMs, etc).


• Web UI design - XML, XSLT, DHTML, CSS, Javascript


• Knowledge of document management systems (e.g. iManage,  OpenText DM, Lotus Notes)


• Knowledge of Java, RMI, HTTP, Tomcat


• European languages (particularly German) would be an advantage

A great opportunity to get involved with a high-growth company and be a major contributor to its success. Compensation includes base salary and benefits including: medical, dental, vision and 401K

Interested parties should contact careers@recommind.com and visit our website at www.recommind.com

Recommind is an equal opportunity employer