DIGITAL WAYS TO A CLEANER WORLD
Do you want to work for a company with Irish roots and a global impact? A leader in environmental services, AMCS is a trailblazing software company that guides and supports other businesses on their journey towards sustainability.
AMCS leads the way
The AMCS team is at the cutting edge of technology. Companies come to AMCS to achieve their sustainability strategies as we help companies to reduce their carbon footprint and work in a more environmentally conscious way. AMCS has created digital ways to a cleaner world.
What we do
AMCS is a global leader for integrated software and vehicle technology for the environmental services industry. AMCS delivers enterprise cloud-based software solutions worldwide supporting over 5,000 customers in 23 countries. AMCS employs over 1200 people across 22 countries, headquartered in Ireland with offices in North America, Europe, Australia & Asia
Our people
AMCS offers team members more than just a job, but an opportunity to map out a career with a company that is growing, evolving and setting out new ways of working that are having a positive impact on the world around us. AMCS was established in Ireland and holds onto those local roots and ‘start-up’ mentality with a culture of connection. Connection to our work, our customers, our colleagues and our community that creates a working environment that fosters openness, collaboration and creativity.
We currently have exciting opportunities for Software Support Engineers to join our expanding team at our offices in Cebu City, Philippines
Role Description
A Frontline Support Engineer works as a technical resource within our Customer Support organization to resolve recurring systemic issues and perform root cause analysis.
This role will work directly with clients and other team members to resolve incidents ranging from troubleshooting Server performance issues and analysing application.
They will diagnose complex issues and relay information back to the client in an effective way; and will be able to work with Product and Engineering teams on hotfixes, sprints, and enhancements to the systems as requested by clients.
Responsibilities
Triage support inquiries and Address and resolve incoming application questions and incidents from end users respond to incoming requests from customers through our support channels (ticketing system, email, phone).
Reproduce customer issues by impersonating the client to diagnose the problem and resolve basic troubleshooting issues. Follow procedures to escalate to other teams if issue is determined to be a system bug.
Ability to perform root-cause analysis on recurring system issues
Record, track, and document the problem-solving process
Test fixes and perform post-resolution follow-ups to ensure adequate resolution of issues
Remain current on changes and new features added through regular software updates & releases.
Other responsibilities as assigned
Consistently maintain excellent customer satisfaction ratings.
Provide prompt and accurate feedback to requesters.
Ensure the support SLA is met on all assigned Support tickets.
Prioritize and manage several open issues at one time.
Qualifications
Bachelor’s degree in Information Technology, Computer Science, Computer Engineering or equivalent experience
Troubleshooting skills with a high level of self-reliance to resolve complex technical problems
Excellent oral and written communication skills with both technical and non-technical audiences
Ability to work in a fast-paced team environment
Join us drive a more sustainable future and enjoy these benefits:
Health insurance covering up to three dependents on day 1
15 vacation leave and 15 sick leave
Employee shuttle service
On-site food and free flowing coffee
Allowances
Comprehensive learning and development platform that provides on-the-job training on key skills with the ability to regularly self-assess and track your progress centrally