Job Title: Senior Customer Support Engineer
The Opportunity
CR2, a leading global provider of banking software solutions, is seeking an experienced Senior Customer Support Engineer to join its team. This role offers an exciting opportunity to play a pivotal part in ensuring exceptional customer support and service.
Key Responsibilities:
* Customer Experience Management: Ownership of the customer experience with CR2's software solutions, ensuring prompt and effective resolution of customer support queries.
* Proactive Problem Solving: Anticipating and responding to evolving customer needs, ensuring solutions align with their business goals.
* Relationship Building: Establishing and maintaining strong relationships with key customer stakeholders, spanning technical and business roles across all levels of the organisation.
* Technical Advisory: Providing expert technical advice to the account management team, bridging the gap between customer requirements and CR2's product capabilities.
Requirements
* Educational Background: Bachelor's degree in Computer Science, Computer Engineering, Electrical Engineering, or a related IT/IS field. Business graduates with strong IT skills are also considered.
* Experience: A minimum of 3 years in application support, with a proven track record of managing customer relationships and delivering excellent communication.
* Technical Proficiency: Hands-on experience with Windows workstations and solid understanding of how windows interacts with devices. Familiarity with supporting Terminal applications and payment devices, as well as a strong grasp of Retail Banking Applications, is desirable.
* Teamwork & Independence: Ability to work effectively both independently on customer sites if required and as part of a team.
* Core Competencies: Strong focus on results and ownership of work, proactive customer relationship management, leadership in guiding customers and colleagues, and effective problem-solving skills in managing complex issues and projects.
About Us
At CR2, we're transforming the future of retail banking with cutting-edge software solutions. Headquartered in Dublin, Ireland, with a global presence spanning over 10 countries, we empower banks to deliver exceptional customer experiences through self-service channels like ATMs, mobile, internet, kiosks, and POS systems. With over 200 talented professionals on our team, we're driven by innovation and excellence.
This is an exciting opportunity to join a dynamic, innovative, and entrepreneurial work culture and contribute to our mission to transform the future of banking technology.