Customer Experience Advocate

4 days ago

Mangalore, Karnataka, India beBeeTechnical Full time ₹ 12,00,000 - ₹ 15,00,000
Job Description

The Technical Support Engineer is a vital role in delivering exceptional customer experiences, leveraging skills that include building trust, empathy, and effective communication to address customer inquiries and resolve issues through various technologies.

Main Responsibilities:

  • Resolve technical cases created by customers related to ServiceNow software and platform.
  • Utilize diagnostic tools to identify the potential cause of the issue.
  • Manage and resolve challenging issues assigned, coordinating assistance from additional teams when necessary.

Key Qualifications:

  • Bachelor's degree in computer science or related field (or equivalent degree and experience).
  • 2+ years of customer-facing technical support experience (ITOM applications).
  • Excellent communication skills and ability to comprehend, modify server-side object-oriented JavaScript, Unix Shell scripting, and Windows scripting.
  • Server administration across OS platforms (Windows/Unix), understanding user permission levels, domain configuration, group policy objects, and execution of SUDO policies.
  • Understanding of protocols such as HTTP, TCP, FTP/SFTP, SOAP, and REST, experience with troubleshooting tools like Wireshark and Traceroute.
  • Strong analytical skills, creative problem-solving approach, and strong troubleshooting/root cause isolation skills.

Preferred Skills:

  • Solid understanding of object-oriented programming skills (Java preferred).
  • Fundamental understanding of ITOM, CMDB, and ITIL business process.
  • Experience providing web development support and previous experience working with the ServiceNow platform.

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