Overview

We seek a Technical Support Engineer - UX colleague to join our world-class client, one of the leading and most advanced Software Development companies.

Responsibilities

• Customer Advocate providing support to users/administrators of our platform. Contributing to the growth of best practices for delivery of support services.
• Understand our platform, cloud technologies and troubleshooting practices to ensure successful resolution of challenging technical situations.
• Manage and resolve all issues.
• Experience assessing, troubleshooting, resolving and providing root cause analysis for ServiceNow Product issues.
• Manage customers' expectations and experience in a way that results in high customer satisfaction.
• Maintain technical expertise in assigned areas of product functionality and use that expertise to help customers.
• Opportunity to become Subject Matter Expert in assigned areas of product functionality and utilize that expertise effectively to help customers. Share and deliver knowledge sessions with peers globally.
• Opportunity to create scripts to automate repetitive tasks or scripts to enable faster troubleshooting.
• Help in development and mentoring of team members in various technologies and ServiceNow Platform.
• Suggest and implement improvements to internal processes.
• Work on technical and non-technical projects.
• Communicate with customers and our teams through case, phone and other electronic methods.
• Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the customers.
• Maintain impeccable case hygiene and customer related files and records.
• Participate in the weekend support on-call rotation.

Required Skills and Qualifications

• Experience providing SaaS support.
• Experience developing applications within the ServiceNow Platform.
• Experience diagnosing performance related issues.
• Experience using tools like Eclipse, Splunk, Xcode, Android Studio, SauceLabs.
• Bachelor's in Computer Science (or related technical degree) or 2+ years of related experience within technical support or software coding environment.
• UI development or support experience.
• Experience in two (or more) of the following: CSS, AJAX, ReactJS, GraphQL, AngularJS, Mobile application development.
• Advance knowledge of the components in cloud/web applications and experience in Application Support. Mobile application support experience will be bonus.
• Good experience with relational databases (e.g. MySQL, Oracle).
• Good experience writing or debugging Object Oriented code (Java preferred, other relevant technologies ok).
• Demonstrated ability to understand the problem statement and troubleshoot complex technical issues with ease.
• Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems.
• Personal commitment to quality and customer service.
• Ability to multi-task and efficiently manage case backlog.
• Should be a team player working efficiently in a collaborative environment.
• Proven ability to maintain a professional demeanor when handling complex user issues (difficult customers).
• Leading investigation and resolving complex issues and escalations while demonstrating exceptional technical understanding, business process and customer needs in timely manner.

Employment details

• Hybrid Work: 2 days/week onsite in Staines.
• Employment Type: Temporary Placement (via us - Dexian) - Temporary Agency Worker Employment Contract.
• Duration: 12 months (with high potential to be extended further or converted to permanent).

Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.