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*This position is a hybrid remote working role - ideally we are looking for candidates that are commutable to our London office 1-2 times per month*

Rail is set to dominate short and medium haul travel around the world. It's faster, cheaper, greener and more convenient than air travel, and it cuts down on the carbon emitting congestion of road travel. With the current climate crisis it's more important than ever to put this mode of transport at the forefront of people's minds. For every travel company having rail as a booking option is like having vegan choices on the menu – it's a must! The trouble is, there's been nothing modern about rail's online customer experience… until now.

We are SilverRail, a global tech company working to solve this problem by delivering the digital infrastructure that opens up rail to the world! Our technology is powering rail and travel agencies across Europe, USA and Australia/NZ in both leisure and corporate markets, making it easy for people to choose rail and cut their carbon emissions.

Although we have been around for more than 10 years, and with our teams based globally in London, Boston, Brisbane and Stockholm, we still consider ourselves an agile start-up business. We are using the Scrum framework for all our software development, and we believe in 'fail-fast-fail-early' to find innovative solutions to complex problems. Our agility and refreshingly novel approaches mean we have already developed into a force to be reckoned with in the European market, but we have ambitions for so much more! With a raft of new clients joining us, and with our growth about to enter its prime, we aim to become the biggest player in the rail tech space.

Key responsibilities and authorities

• Respond to customer problems with the service, scoping, triaging, escalating and resolving technical issues. Own the problem from identification to resolution.

• Review XML and JSON logs to identify possible customer issues.
• Ensure customer transaction and workflows are implemented accurately.
• Reproduce functional problems for Development teams to investigate.
• Support customers in the implementation and use of SilverRail products, coordinate responses to questions, create and deliver documentation to address common areas of concern, and provide training as required.
• Manage customer issues against KPI and SLAs

• Monitor SilverRail services for abnormal behaviour and intervene as necessary to prevent impact to customer service. Engage additional resources as appropriate to resolve issues.
• Work within established Agile development methodologies and contribute to their ongoing evolution.
• Provide pre-sales support to SilverRail's commercial team, participating in scoping exercises, gathering requirements and identifying functionality gaps.
• Communicate effectively and in a timely fashion with all relevant customers
• Provide out of hours on-call support on a rotational basis

Competence and skills

• Bachelor's Degree or equivalent experience in relevant field
• Demonstrable experience in technical support, professional services, project management, client management, or equivalent technical client-facing teams
• Strong customer support skills and ability to manage customer satisfaction of large enterprise customers

• Strong experience with understanding and deciphering API flows, transactions and messaging
• Some knowledge of SQL is a plus
• Experience with implementing APIs with partners is required.
• Business Analysis skill sets such as producing sequence diagrams is a plus
• Issue management, proactive and reactive problem resolution experience

• Experience producing and delivering training and documentation materials
• Team-oriented and ability to build and maintain strong inter-team and inter-departmental relationships
• Of benefit, would be rail domain knowledge and experience in delivering SAAS services
• Fluency in multiple languages is a plus
• Strong attention to detail

• Effective communication, time management, problem solving, and interpersonal skills
• Self-starter with ability to multi-task in a high-pressure, fast-paced, fast growth environment
• Analytical and process-oriented mindset
• Enthusiastic and creative team player with the ability to inspire others

Why us?

• We have an average Glassdoor grade of 4.7 and 100% recommendation rates.
• We are an accredited flexible company and were named in Flexa's Top 50 Most Flexible Companies
• We utilise a hybrid working model, providing equipment for home working alongside occasional visits to our beautiful central London office.
• We offer a highly competitive benefits package including private healthcare and Perkbox rewards, as well as stock options that give you the chance to buy into SilverRail's future.

• We provide a wealth of career development opportunities with training that is individual, focused on improving your skills and helping you become the best professional you can be.
• Our team's health and wellness is genuinely important to us, so we offer a number of wellbeing seminars, yoga classes, and membership to the #1 leading meditation app.
• A unique opportunity to work for a tech start-up that is revolutionising the way we travel.

Our values are simple: Do Good by working for a better tomorrow; Think Big Act Smart by being curious, adaptable and data-driven; and remember that through collaboration we will always be Stronger Together.

*We are a neurodiverse employer and are working hard to improve our recruitment processes, so if there is any way that we can make the recruitment experience better for you then please email us directly: [email protected] - all information will be treated as strictly confidential*