Global Support Engineer

hace 2 semanas

Lima, Perú e2open A tiempo completo

Position Overview

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.


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

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.
  • E2open participates in the Everify program in certain locations, as required by law._

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