Careers

Sabio Group

Technical Support Specialist

To deliver specialised application support to a diverse customer portfolio of complex, multivendor, multichannel contact centre, voice self service and business communication solutions, and deploy/maintain the Sabio in-house monitoring platform and service.

As a Technical Support Specialist you will work as part of a distributed team providing advanced second, third and fourth line technical support to Sabio’s in-house applications (including on-line, real-time and network systems and components using high-level languages, database design techniques and platforms such as Java, C# and ASP). 

You will remediate service affecting incidents and fulfil internal and external service requests, whilst also gaining experience of the entire development lifecycle, from initial requirements capture, through development, testing and acceptance, to ongoing maintenance and support. You will apply your capabilities to deliver other existing and future support services as part of Sabio Support’s continual service improvement and development.

You will successfully maintain a consistently high degree of customer focus applying your analytical and customer management skills to understand and meet customer expectations to maintain Sabio’s market leading CSAT.

Key Responsibilities

  • Captures and analyses support requests from customers, colleagues and monitoring tools to accurately define, categorise and prioritise support requests. 
  • Conducts communication with customers and colleagues professionally and courteously throughout support request fulfilment to meet CSAT objectives. 
  • Captures all activity as directed by process to measure departmental activity against financial targets. 
  • Inputs accurate and detailed information to all support management tools punctually to support colleagues and provide accurate MI to meet quality standards for service delivery. 
  • Exercises information security due diligence and vigilance to protect company and customer information. 
  • Acts as a technical authority coordinating complex technical investigations, technical investigations with support from the service desk. Other second line internal and external third party resolver groups within escalation timelines to support colleagues and meet SLA targets. 
  • Performs 2nd, 3rd and 4th line technical support performing analytical problem solving research and testing activities to resolve/fulfil requests at an advanced level to meet resolution / workaround targets. 
  • Documents composes and executes complex and major requests for change to configure and implement changes on customer and internal systems to meet change deliverables. 
  • Coordinates and delivers technical investigations with support from the service desk and any other second line internal and external third party resolver groups within escalation timelines to support colleagues and meet SLA targets. 
  • Committed to continual self-development and learning to maintain intermediate skills and knowledge required to deliver Sabio’s support services. 
  • Always seeks to identify more innovative ways of working that create increase in effectiveness. 
  • From time to time you may be assigned any other reasonable duties and responsibilities by your manager or other such person(s) acting as your manager. 
  • At all times you must follow all reasonable and lawful instructions given to you by the company. 
Behaviors

  1. Analysing and Interpreting Client Response: interprets client needs, assessing the full requirements; identifies solutions to non-standard situations, investigating all the facts Business Understanding: is aware of internal/external business issues and best practice in own discipline; applies to own role Costs & profitability: takes action to monitor and control costs within own work horizons Problem solving: identifies key issues and patterns from partial/conflicting data ; takes a broad perspective to problems and spots new, less obvious solutions Attention to detail: double-checks own work to ensure accuracy. Analyse performance of the relevant applications Creativity: Thinks outside the box and makes creative, non-standard suggestions tailored to the situation
  2. Leading and Deciding Reviews and updates existing design documentation to support service delivery and to support the transition management process Costs & profitability: takes action to monitor and control costs within own work horizons Problem solving: Identifies key issues and patterns from partial/conflicting data; takes a broad perspective to problems and spots new, less obvious solutions.
  3.  Adapting and Coping Manages own time to meet agreed targets; develops plans for specific work activities in own area over the short-term including forecasting resource requirements. Flexibility: re-plans work in response to emerging needs and requirements Attention to detail; double checks own work to ensure accuracy.
  4. Supporting and Co-operating
    Teamwork; coaching & guiding: promotes teamwork coaches and guides others. 
    Champion of group values and continually striving to promote and be an ambassador for the company ethos.
  5.  Interacting and Presenting Networking; creates informal networks with key contacts within own area Communicates with confidence and calmly in high-pressure environments Communicating, Negotiating & Influencing: adapts information / style to the audience, explains difficult issues clearly, establishes consensus and attains agreement. Empathises with customer. Conducts communication with customers and colleagues professionally and courteously throughout the lifecycle to meet CSAT objectives. 
General

Always seek to identify more innovative ways of working that create increased effectiveness Challenge standard processes and procedures with the aim to ensure they are as good as they can be Act as an ambassador of Sabio and its key partners at all times. 

Skills Knowledge and Expertise


Required skills, experience &  knowledge
  • Analytical mind set with logical and methodical approach to problem solving
  • Academic knowledge or relevant experience of programming using languages such as Java, C#, Go)
  • Basic understanding of relational databases and SQL
  • Academic knowledge or relevant experience of programming scripting languages (such as Javascript)
  • Knowledge of Linux/Unix (preferably Red Hat), including administration tasks (cron scheduling, shell scripts etc)
  • Understanding of common systems architectures
  • Good working knowledge and understanding of ITIL specifically incident, problem and change management processes. 
  • Excellent spoken and written English; able to explain issues clearly and in detail to senior external and internal technical resources, and senior external and internal business stakeholders to board level
  • Experience working within a challenging customer service environment

Desirable skills, experience &  knowledge
  • Undergraduate/postgraduate qualification in computing science/software engineering or relevant experience
  • Previous exposure to a 2nd / 3rd line Support role, supporting and maintaining bespoke and or/3rd party software applications
  • Good knowledge and understanding of ITIL specifically problem, change and incident management processes
  • Experience of development lifecycle
  • Experience with a modern Integrated Development Environment (IDE)
  • Knowledge of software development frameworks (e.g. Spring)
  • Knowledge of configuration management tools (such as Puppet/Jenkins/Chef/Ansible)
  • Exposure to data technologies such as Prometheus, Grafana
  • Exposure to virtualisation technology (such as VMWare)
  • Experience of working with cloud technologies (such as AWS)
  • Experience with/exposure to web containers such as Apache Tomcat
  • Experience with version control processes and tools (ideally git and GitLab)
  • Experience working in a high security environment
  • Experience of workload management tools such as JIRA or ServiceNow
  • Experience of development using a relational database platform (e.g. Oracle, Microsoft SQL Server, MySQL, PostgreSQL)
  • Exposure to Windows servers
  • Understanding of networking fundamentals (TCP/IP)
  • Knowledge of other contact centre technologies

Additional Information

  • This position will be Monday- Friday with flexible commitment to meet customer needs as there may be Oncall Duties also .
  • Core Hours: 37.5
The Small Print

Strictly No Agencies; any submission of resumes without prior request from Sabio Group will not be deemed as an introduction and therefore will not warrant an introduction fee.

All applicants must have the right to work in the territory to which the role relates (UK & EU).

Sabio Group are unable to offer sponsorship on any roles advertised.

Apply now
Apply now
Department
Support
Employment Type
Permanent
Location
Malaysia

Not quite right?
Register your interest to be notified of any roles that come along that meet your criteria.

Register your interest
Start your journey with Sabio
If you're interested in developing more efficient and effective
customer experience for your business, our team of experts it always on hand to help.
Get in touch
Did you know?
Sabio is Spanish for 'wise', and is associated with King Alfonso X 'El Sabio' (1221-1284).
The name Sabio reflects the importance we place on the quest for knowledge, achievement and embracing the benefits of the diversity.
Discover more about Sabio