We seek a Technical Support Engineer skilled in service management to join our Dexian Team supporting our client, a global leader in the field of workflow automation.
You will be a full-time employee of Dexian for this hybrid role which is located just west of London.
We can offer a highly competitive package commensurate with experience for this superb opportunity.Your role will be to resolve technical cases created by customers looking for help to understand or troubleshoot unexpected events or to answer technical questions about the ServiceNow software and platform.As our successful candidate, you will be committed to providing amazing customer support experiences, using your 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 Workflow Automation 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, 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:
2 - 4+ years customer-facing technical support experienceWorking knowledge of the components in a web applications stackExperience in one (or more) of the following:
JavaScript, CSS, HTML, XMLExperience 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 skillsWorks well in a team environmentStrong personal commitment to quality and customer serviceAbility 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.
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