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Job Description
Technical Support Engineer role involves guiding customers through critical issues for timely solutions, ensuring customer success and platform health.
The Support Engineer is a pivotal member of our Client global organization, entrusted to address technical cases, help customers understand and troubleshoot unexpected behaviors, and resolve queries about the client software.
Key responsibilities include:
- Providing stellar customer support skills, building trust, showing empathy, and adept communication across web, chat, email, and phone channels.
- Managing tough cases, collaboration, and adaptability are essential.
- Contributing uniquely valuable insights for process and product improvements across business units.
Qualifications and technical skills required:
- At least 2/5+ years of experience in a similar role.
- Prior exposure to UI development or support roles.
- Proficiency in at least two of the following: CSS, AJAX, React JS, Graph QL, Angular JS, and mobile application development.
- Capability to read and debug Java and Java Script code, with the potential to write Java Scripts being an added advantage.
- Proficiency in utilizing browser developer tools for effective troubleshooting.
- Advanced comprehension of cloud and web application components coupled with experience in Application Support.
- Additional strength if you possess experience in supporting mobile applications.
- Competence in scripting languages such as Java Script, Python, Perl, Unix Shell, and Windows Shell.
- Solid experience with relational databases like My SQL and Oracle.
- Proficiency in writing or debugging Object-Oriented code, preferably Java, or relevant alternatives.
- Familiarity with either Linux/Unix or Microsoft Server environments.
- Demonstrated capability to grasp problem statements and adeptly troubleshoot intricate technical issues.
- Excellent written and verbal communication skills, allowing you to articulate complex technical solutions with clarity.
- Personal commitment to upholding quality standards and delivering exemplary customer service.
- Ability to efficiently manage and prioritize a backlog of cases.
- A team-oriented disposition that thrives in a collaborative work environment.
- Proven ability to maintain professionalism when handling complex user issues, including challenging customer interactions.
- Demonstrated capability to lead investigations and resolve intricate issues and escalations, showcasing exceptional technical prowess, business process understanding, and responsiveness to customer needs.