Associate Client Support Engineer at Ensono

| West Suburbs
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Reporting to the Team Leader you’ll be part of a 1st Line support team, supporting the mission critical infrastructure of Ensono’s clients, delivering a responsive and exceptional support service for client events and requests. Using a best-in-class client service management platform you will effectively manage calls assigned to the team queue and manage all client communication in line with client support related processes. The 1st Line Support team are responsible for maintaining and enhancing the service we deliver to our clients by effectively: • Managing all requests logged into the queue • Managing client communication on all issues and requests • Proactively reviewing high level problem management • Reducing the number of repeat issues through route cause analysis • Building strong client relationships by becoming a point of contact for clients • Working with internal departments to mitigate client concerns You’ll achieve common goals in a positive learning environment where knowledge sharing will help propel you to the next level of your career. Your day-to-day role will expose you to a broad range of technologies and in addition to our online training portal - ‘Ensono University’, you’ll be supported by both internal and external training. Longer term objectives will concentrate on developing the skills and experience necessary for you to progress into a Client Support Engineer – Level 2 position.
 

Key Responsibilities

  • Respond to client issues received by telephone, voice mail, e-mail and via our customer portal
  • Respond to incident alerts, making sure that they are progressed effectively within defined service levels and call management guidelines
  • Manage and complete scheduled tasks on time
  • Ensure effective client communications take place
  • Ensure the effective assignment and escalation of incidents to senior engineers where appropriate
  • Advise the Team Lead of emerging issues
  • Adherence to ITIL framework processes
  • Share information across your team and department
  • Contribute documentation to the shared knowledge base

 

 

 

Knowledge

  • Good knowledge and understanding of internet/e-commerce technology and its importance to organizations
  • Basic technical awareness of IT server infrastructure
  • Knowledge of a call management system and its function
  • Knowledge of the ITIL framework and its function in IT is desirable

 

Skills

  • Excellent customer service skills
  • Excellent demonstrable English written and verbal communication skills
  • Able to communicate in groups with confidence and conviction
  • Ability to multi-task and work well under pressure
  • Good team working skills are essential
  • Ability to document processes and procedures in a clear, concise and logical manner

 

Experience

  • Experience of working in an IT infrastructure focused helpdesk role

 

 

 

Shift Information

Backend Days

Th-Sa 0630 - 1900

Alt Wed 1030 - 1900

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Technology we use

  • Engineering
    • C#Languages
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • RLanguages
    • SqlLanguages
    • AzureLanguages
    • AWSLanguages
    • ReactLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • AWSFrameworks

Location

Our HQ is 22 miles from the Loop; near Belmont station, BNSF line. Plenty of places to eat & shop! 2nd office is in downtown Chicago on Madison Ave.

An Insider's view of Ensono

What’s the vibe like in the office?

I find the culture to be very open and collaborative. One can be on a call with a customer and ask your technical resource across from you a specific question or run into our CEO in the hallway while grabbing a cup of coffee. We allow feedback to be given and changes to be heard. Leadership constantly finds ways to make it an exciting workplace

Bailey Cahill

Senior Manager - Partner & Alliances

What does your typical day look like?

A typical day in our Full Stack DevOps world is collaborative, affords room for creative problem-solving, offers unique opportunities and challenges. Our work involves using cloud technologies to solve application’s needs, research datalake technologies and architect to process large amounts of performance data. We also lay 6 man variation of ping

Jake Frazier-Flores

Software Engineer

What are Ensono Perks + Benefits

Ensono Benefits Overview

Benefits include - generous maternity and paternity leave, generous paid days off and company paid holidays. Sabbatical, adoption, compassion and bereavement leave days, adoption assistance and flexible spending account. Healthcare and 401K eligibility on 1st day of work. Paid volunteer days.

Wellness programs - designed to help us be our best! Fitness week, Virgin Pulse® platform, wellness plans for credits and discounts on medical plan contributions.

Fun ergonomic workplace - free snacks, onsite gym & trainer, yoga classes, Beer O'Clock days.

Culture
Volunteer in local community
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Unconscious bias training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Sabbatical
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Beer O' Cart every month!
Casual Dress
Game Room
Stocked Kitchen
Parking
Recreational Clubs
Relocation Assistance
Fitness Subsidies
Onsite gym available!
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Promote from within

Additional Perks + Benefits

15 options for coffee and chocolate drinks (its a coffee machine with an IP address after all!) Also, Starbucks machine with chai latte counts, right? And then after the free snacks and all the hot chocolate - get some steps in while checking your emails in our fitness center. We have associate discounts on various products and services locally and nationally.

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