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- Tasks: Provide top-notch technical support and troubleshoot complex issues for customers.
- Company: Empresaria Group plc connects talent with opportunity, building high-performance teams across the UK and beyond.
- Benefits: Enjoy a hybrid work model, opportunities for skill development, and a collaborative team environment.
- Why this job: Join a dynamic team where you can grow your expertise and make a real impact on customer satisfaction.
- Qualifications: Experience in tech support, coding, and cloud applications; strong communication skills are essential.
- Other info: Opportunity to become a Subject Matter Expert and mentor others while working on exciting projects.
The predicted salary is between 32000 - 50000 £ per year.
Location: Staines, United Kingdom (Hybrid)
Role overview: We are currently looking for a highly experienced Tech Support professional to join our team. This role involves direct interaction with customers and internal teams to provide top-notch support, manage backlogs, and resolve complex technical issues.
You’ll work closely with both external clients and internal departments, offering expert-level support including troubleshooting, scripting, debugging, and case management.
Key Accountabilities:- 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 a 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 the development and mentoring of team members in various technologies and the 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 to operational efficiency while also empowering and enabling the customers.
- Maintain impeccable case hygiene and customer-related files and records.
- UI development or support experience.
- Experience in two (or more) of the following: CSS, AJAX, ReactJS, GraphQL, AngularJS, and Mobile application development.
- Advanced knowledge of the components in cloud/web applications and experience in Application Support. Mobile application support experience will be a bonus.
- Good experience with relational databases (e.g., MySQL, Oracle).
- Good experience writing or debugging Object Oriented code (Java preferred, other relevant technologies).
- 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 multitask 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 investigations and resolving complex issues and escalations while demonstrating exceptional technical understanding, business processes, and customer needs in a timely manner.
- Experience providing SaaS support.
- Experience developing applications within the ServiceNow Platform.
- Experience in diagnosing performance-related issues.
- Experience using tools like Eclipse, Splunk, Xcode, Android Studio, and SauceLab.
Seniority level: Mid-Senior level
Employment type: Contract
Job function: Information Technology
Industries: IT Services and IT Consulting
Technical Support Engineer employer: Empresaria Group plc
Contact Detail:
Empresaria Group plc Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Engineer
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as CSS, AJAX, and ReactJS. Having hands-on experience or projects showcasing these skills can set you apart during discussions.
✨Tip Number 2
Prepare to demonstrate your problem-solving abilities by discussing past experiences where you successfully resolved complex technical issues. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Tip Number 3
Showcase your communication skills by being clear and concise when explaining technical concepts. Practice articulating solutions to common technical problems, as this will be crucial in customer interactions.
✨Tip Number 4
Research the company culture at StudySmarter and align your values with theirs. Be ready to discuss how you can contribute to a collaborative environment and support team members in their development.
We think you need these skills to ace Technical Support Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in technical support, particularly with troubleshooting, scripting, and debugging. Emphasise any experience you have with the technologies mentioned in the job description, such as CSS, AJAX, or Java.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and technical problem-solving. Mention specific examples of how you've successfully managed customer expectations and resolved complex issues in previous roles.
Showcase Communication Skills: Since excellent communication is key for this role, ensure that your application reflects your ability to articulate solutions clearly. Use concise language and structure your writing well to demonstrate your communication skills.
Highlight Team Collaboration: Mention any experience you have working in collaborative environments. Discuss how you've contributed to team success, mentored others, or shared knowledge, as these are important aspects of the role.
How to prepare for a job interview at Empresaria Group plc
✨Showcase Your Technical Expertise
Be prepared to discuss your technical skills in detail, especially those related to CSS, AJAX, ReactJS, and cloud/web applications. Highlight any relevant experience you have with troubleshooting and debugging, as this role requires a strong understanding of complex technical issues.
✨Demonstrate Customer Service Skills
Since the role involves direct interaction with customers, it's crucial to showcase your ability to manage customer expectations and maintain high satisfaction levels. Share examples of how you've successfully handled difficult customer situations in the past.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities. Think of specific instances where you've resolved complex issues or improved processes, and be ready to explain your thought process and the outcomes.
✨Emphasise Team Collaboration
This position requires working closely with both internal teams and external clients. Be sure to highlight your experience in collaborative environments and how you've contributed to team success, particularly in mentoring or knowledge sharing.
