Summary.

We are seeking Graduate Support Engineers to join our professional training and development program as part of our expanding professional services team in the UK. You will have the opportunity to gain experience of working with customers and products in the life science industry as well as technical customer support, project management, technical consulting and cloud services as part of your training. As a member of the professional development program you will report to your Team Leader and be assigned mentors to work alongside who will be able to coach and support you.

The software involved is mainly used within the Pharmaceutical and Life Science industry, meaning the chosen candidate will gain experience of this industry and our key role within it.

We are looking for candidates that are passionate about customer service and using technology to turn complex business requirements into simple solutions. You must be able to demonstrate exceptional communication, listening and organisational skills to work with your colleagues, our partners and our customers. As a member of the technical support team you must be confident to work with configurable software applications, data relationships and business processes. Technical support investigation will involve analysis of technical issues, replication of issue, understanding different technologies involved and coordinating with SME’s or Developers to resolve defects.

This role is an opportunity for the right candidate to gain experience working in a technology-driven industry, learning new skills and build a career in a “people first” company with excellent progression.

You will work as part of the Support team in the Formpipe Private Sector, working closely with your colleagues to ensure all tickets are prioritised and resolved in line with customer requirements. The role is home or office based and you will be responsible for assisting all customers of Formpipe Private Sector. This role is focused on finding the right person, then training them with the right skills for the role.

Duties and Responsibilities.

• Take ownership of customer problems and requests for support
• Provide technical expertise and support to customers all around the world
• Investigation, reproduction and resolution of tickets
• Manage own workload and prioritise tickets based on impact to customers
• Be able to clearly communicate and transfer information between different stakeholder groups in an organization
• Working with your Formpipe colleagues to improve knowledge and documentation resources
• Learn and develop skills and knowledge related to the industry and software applications you work with

Knowledge and Experience.

Essential:

• Degree in Computing Science or similar
• Familiarity with technical concepts (such as databases, networks, Windows Server)
• Excellent comprehension, verbal and written skills
• Proven problem-solving skills

Desirable:

• 1+ years previous experience in a customer service role
• Previous experience working as part of an international team
• Programming experience (Java, C#, C++, Javascript etc.)
• Additional languages
• Knowledge or professsional certification in any of the below:
• Windows Server 2012/2016/2019
• Web Application support
• Web services/web servers
• Azure/Cloud infrastructure
• XML/Xpath
• Sharepoint
• Powershell
• Regex
• Microsoft SQL administration and usage (query writing)

Skills.

Essential:

• Ability to communicate effectively at all levels, including at developer, functional consultant, IT infrastructure, end-user and process owner levels
• Ability to work within a team to achieve goals
• Organised and can handle multiple tasks simultaneously
• Can absorb information quickly
• Ability to work in a professional and confident manner
• Excellent ICT skills
• Ability to plan and effectively prioritise own workload
• Excellent interpersonal skills
• Ability to work independently and to meet deadlines, as well as work as part of a team
• “Can do attitude” to get the job in hand completed.
• Structured and methodical approach to all areas of work
• Self-motivated, can work confidently without constant supervision
• Approachable and able to empathise with customer

What we do

With its headquarters in Stockholm, Sweden, Formpipe creates and develops the ultimate document composition, distribution and digital storage platform for the world's leading banks and businesses. The Lasernet Platform provides a complete end-to-end service delivering everything you need to produce and manage incoming and outgoing customer-facing documents and information. Delivered as a Software as a Service (SaaS) solution, it seamlessly integrates with major ERP and Banking services, ensuring minimal setup time and maximum speed and security.

What we believe

Here at Formpipe we know our people are our greatest asset. With over 300 team members across offices in Sweden, Denmark, the UK, and working remotely across the rest of the world, we have a truly global presence. Our ‘Purple’ values are at the heart of everything we do and we believe that they are what makes us different from other businesses. Working at Formpipe is something special, something unique, and once you’re onboard we think you’ll agree. We always support each other, we respect each other, and we smile and have fun. With shared values and goals, we grow as individuals, we grow as teams and we grow as a company.

What we offer

Our work from anywhere policy encourages individuals and teams to develop a healthier, more sustainable work / life balance, removing the need for constant and often lengthy commutes. For those that prefer, our offices provide fantastic social and collaborative spaces, where you can go to be around others and spark your creativity, in warm and welcoming environments, that include free tea, coffee, soft drinks, fruit, snacks and biscuits. On-site parking is available at our offices, but if you prefer a healthier, more climate friendly option, our cycle to work scheme will help to get you in on two wheels instead of four.

Additionally, the company offers a cash health plan, allowing you to offset the costs of a wide range of different treatments. There is also a company pension plan, with in app management and tracking, as well as a salary exchange to boost your contributions. Twenty five days holiday (plus bank holidays), ensure you have time to rest and recharge, whilst regular company social events encourage friendship and fun between a wide range of teams and people.

We look forward to meeting you soon

With a comprehensive onboarding program, a personal learning and development plan and regular business updates, our aim is to make your journey with us at Formpipe as valuable, fulfilling and enjoyable as possible.