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Technical Support Engineer
3 months ago
Location: Staines
Length: 12 Months
Rate: £162.67 p/d PAYE
Hours: 40 HRS P/W
This client is a global software company that specialises in providing cloud-based solutions for workflow automation and digital transformation.
Job description:
- In this role, the support engineer will resolve technical cases created by customers looking for help to understand or troubleshoot unexpected behaviours or to answer technical questions about the organisations software and platform.
- A successful candidate will be committed to providing amazing customer support experiences, using skills that include building trust, showing empathy and excellent communication to answer customer questions and resolve issues through various technologies including web, chat, email, case updates, as well as direct telephone support.
- Understanding the organisations platform and all core functionalities will be essential while employing various diagnostic tools to isolate the potential cause of the issue.
- The engineer is expected to diligently manage and resolve challenging issues assigned to them but may need to coordinate assistance from additional teams for more complex cases.
- As such, creative problem solving, a collaborative nature and flexibility will be key to your success.
- Lastly, support engineers also play a key role in providing input across business units regarding process and product improvements due to their unique perspective when working on technical issues for customers.
Skills: Qualifications and technical skills that will lead to success:
- 2 - 4+ years customer facing technical support experience
- Working knowledge of the components in a web applications stack
- Experience in one (or more) of the following: JavaScript, CSS, HTML, XML
- Experience in Relational Databases (i.e. MySQL, MariaDB, Oracle)
- Good experience writing or debugging JavaScript (or other object orientated languages)
- Good experience in using browser debug tools, i.e. F11 tools in IE, Firebug, Chrome developer tools, etc.
- Excellent verbal and written communication skills
- Works well in a team environment
- Strong personal commitment to quality and customer service
- Ability to understand and communicate complex issues and technical processes
- Proven ability to maintain a professional demeanour when handling complex user issues and dealing with customers
