Global Support Engineer

The Global Support Engineer is a member of e2open's customer support team responsible for providing support to a diverse global customer base.

Working directly with customers the Support Engineer is the primary point of contact for a wide variety of customer inquiries related to our products and services.

Primary activities include issue diagnosis, troubleshooting, and incident management.

The Global Support Engineer will use strong problem-solving skills combined with excellent communication and customer focus to maintain high levels of customer satisfaction.

QUALIFICATIONS AND EXPERIENCES

• 25 years of working experience is preferred.
• Excellent written and verbal communication skills, including ability to speak and write fluently in English.
• Excellent time management and organizational skills.
• High attention to detail and technical problemsolving/troubleshooting skills.
• Ability to work well both in a team environment and independently under mínimal supervision.
• Comfortable working under deadlines and managing multiple priority customer cases.
• Technical skills:
• Strong working knowledge of Microsoft Office.
• Good knowledge of SQL, Microsoft SQL Server or Oracle is a must with working knowledge of Transact-SQL (T-SQL, Microsoft SQL) query knowledge.
• Basic familiarity with software engineering. Ability to read programming code and familiarity with programming concepts a plus.
• Preferred but not required:
• Basic understanding of ITIL, incident and problem management.
• Knowledge of SOAP messaging and/or JSON and XML.
• Functional and business process knowledge of the Logistics and Supply Chain industry, as well as experience with logistics, transportation, and shipping software.

RESPONSIBILITIES

• Research, diagnose, and respond to client inquiries in an expeditious, through and professional manner. Ensure KPIs are met consistently to achieve customer experience excellence.
• Effectively interact with customers of all ability levels to understand the customer

request and rapidly assess severity level

• Ensure critical customer issues are addressed quickly and effectively by collaborating with Product Development, Professional Services, Cloud Operations, and Quality Assurance in a global environment.
• Be able to work independently and with cross functional teams to troubleshoot and resolve complex problems.
• Be proactive in identifying preventative measures and early warning mechanisms to reduce customer issues/escalations.
• Document all customer interactions in an internal case management system including a clear root cause and implemented solution.
• Build, maintain, and utilize support procedures and knowledgebase articles.
• Flexibility to participate in required shift work and/or off hours coverage for different time zones, including evening and weekend support for Severity 1 issues.
• Participate in oncall rotations as assigned
• Other tasks and activities as assigned.

E2open participates in the E-verify program in certain locations, as required by law.

Requisitos:
Idiomas: Inglés

Conocimientos:
SQL Server,CRM,Comunicación y persuasión,Organización,Planificación,Servicio al cliente,Soporte al cliente,Lean Software Development,Comercio exterior,Internet,Microsoft Office

Disponibilidad para viajar:
Si

Disponibilidad para cambio de residencia:
Si

Jornada laboral:
Tiempo completo

Tipo de Contratación:
Contrato por Inicio o Incremento de Actividad

Estudios Mínimos:
Universitario

CONDICIONES DEL EMPLEO

Jornada laboral:
Tiempo Completo

Tipo de empleo:
Trabajo Fijo

Salario:
A convenir

REQUERIMIENTOS

Experiência Mínima:
No especificado

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