Associate Engineer at Mimecast

As an Associate Engineer, you will be responsible for supporting customers--specifically, the IT Administrators and key business contacts who implement and use Mimecast in their day-to-day roles.
Who We Are Looking For

• Energetic;
• Passionate about Technology;
• Able to work collaboratively within a team environment, whilst driving specific objectives individually;
• Driven for success;
• Adaptable and flexible;
• Neat and presentable;
• Structured

Key Responsibilities

• Telephonic technical support case troubleshooting and resolution (accurately and fast)
• Escalation of cases and customer feedback (where required)
• Work with the entire Service Delivery team to provide support to our worldwide customer base
• Triage inbound customer support phone calls and identify those that can be quickly resolved
• Work collaboratively with senior staff to quickly assess and respond to email based support queries prior to escalation
• Maintain detailed case history and escalate issues appropriately
• Work with and provide exceptional support to Mimecast partners and resellers

Responsibilities
Essential Skills and Experience:
Within this corporate IT environment you will be required to have:

• 1 year of customer service experience
• 3 or more years in a technical position in an Information Technology Space
• Excellent verbal and written communication skills that can be used to explain technical concepts to customers.
• Detail oriented individual that enjoys the challenge of a fast-paced environment.
• Be able to identify the value in providing Quality in all their Responses when dealing with customers or colleagues.
• Desire to grow email and networking knowledge and kick-start a career at a cutting-edge SaaS innovator.
• Be able to multi-task and manage their time effectively in a high-performance environment.

Qualifications

• Qualification in Information Technology (A+, N+ and MSCA or higher) preferred but not essential