At a Glance
- Tasks: Support customers by resolving technical issues and providing guidance on our cloud platform.
- Company: Join a dynamic tech team at a leading cloud platform company in West London.
- Benefits: Enjoy a hybrid work model, competitive salary, and opportunities for career growth.
- Other info: Be part of a diverse team that values creativity and continuous learning.
- Why this job: Kickstart your tech career while making a real impact in a fast-paced environment.
- Qualifications: Bachelor's in Computer Science or 1+ years in technical support; knowledge of Java and web technologies.
The predicted salary is between 30000 - 42000 £ per year.
Job Description
Key Tech Stack; Java; We Applications stack; JavaScript, Python, Perl, Unix Shell, or Windows Shell; Linux/Unix; MySQL, Oracle; Workflow Automation.
We seek to join our Dexian embedded team supporting our client, a market leader in the arena of cloud platform workforce automation applications, a Jnr Technical Support Engineer – Platform Technologies. This is a full-time employee role that is hybrid. The client is in West London at the beginning of the M4 corridor. This is a superb opportunity to progress your career by gaining skills in a highly prestigious product environment.
Our Client’s Global Technical Support team is a diverse, creative, fast-growing team! They provide technical support 24/7 through their various Support Centers around the world. We are looking for engineers who have a passion for technology, problem-solving and are eager to help customers.
As a Technical Support Engineer, you will enable customers with your passion and knowledge of the Workflow Platform. You will be responsible for managing and resolving the most challenging issues and escalations for the customer and providing technical guidance in addressing their business needs.
You will be the voice of the customer in product and development teams for product feedback and improvements. You will play an integral role in building knowledge and be part of strategic initiatives for process improvements.?
You will be joining a team responsible for the platform and its data integrity. The team handles issues related to the database (tables, columns, data format), upgrades, plugin installations, clones, reporting, performance analytics, artificial intelligence, and all features supporting developers in their daily activities.
- You will work on and resolve technical issues reported by internal and external customers.
- Maintain impeccable case hygiene and customer-related files and records.
- Customer Advocate providing support to users/administrators of our platform.
- Understand our platform, cloud technologies, and troubleshooting practices to ensure successful resolution of challenging technical situations.
- Experience assessing, troubleshooting, resolving, and providing root cause analysis for ServiceNow Product issues related to upgrades, cloning, tables, reporting, performance analytics, artificial intelligence, automated test framework, studio and development tools, plugins and applications.
- 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.
- Suggest and implement improvements to internal processes.
- 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.
Soft Skills:
- Strong commitment to own development by continuously updating knowledge, skills, and abilities.
- Strong sense of ownership; readily takes responsibility for actions and makes amends as necessary
- Ability to build a trustworthy reputation by honoring agreements and reliably following through on commitments.
- Ability to break down complex concepts into parts to better understand them.
- 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 remain focused on achieving key goals, even in the face of obstacles and setbacks.
- Ability to multi-task and efficiently manage the case queue.
- Ability to respond to different situations with an appropriate level of flexibility.
- A team player attitude to work efficiently in a collaborative environment.
Technical Skills
- A Bachelor's in Computer Science (or related technical degree) or 1+ years of related experience within a technical support environment.
- Some understanding of Object-oriented programming languages like Java.
- Some understanding and knowledge of the components in the web applications stack.??
- Some understanding and knowledge of the scripting languages:? JavaScript, Python, Perl, Unix Shell, Windows Shell.
- Some understanding and knowledge of Linux/Unix.
- A good Experience with relational databases (e.g. MySQL, Oracle).
Jnr Technical Support Engineer - Platform Technologies. in City of London employer: Dexian Europe
Join a dynamic and innovative team as a Jnr Technical Support Engineer in West London, where you'll have the opportunity to develop your skills in a prestigious cloud platform environment. Our company fosters a collaborative work culture that values creativity and diversity, offering robust employee growth opportunities and a hybrid work model that promotes work-life balance. With a commitment to excellence and customer satisfaction, we empower our employees to take ownership of their development while contributing to meaningful projects that make a difference.
StudySmarter Expert Advice🤫
We think this is how you could land Jnr Technical Support Engineer - Platform Technologies. in City of London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Dexian Europe. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Dexian Europe before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Jnr Technical Support Engineer - Platform Technologies. in City of London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Dexian Europe:Your cover letter is your chance to shine! Tell us why you want to work at Dexian Europe specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Dexian Europe!
How to prepare for a job interview at Dexian Europe
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
