36320491 - Tech Support Engineer

Tech Support Engineer Location: Staines, Surrey Length: 6 months Rate: up to £162.67 per hour Hours: 40 hour per week Role Overview: In this role, the support engineer will resolve technical cases created by customers looking for help to understand or troubleshoot unexpected behaviour’s or to answer technical questions about the clients software and platform.A successful candidate will be committed to providing amazing customer support experiences, using 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 client 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, a 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.Qualifications & Skills:

• Working knowledge of the components in a web applications stack
• Experience in one (or more) of the following:  JavaScript, CSS, HTML, XML
• Experience 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 skills
• Works well in a team environment
• Strong personal commitment to quality and customer service
• Ability 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
• 2 - 4+ years customer facing technical support experience

.