Support Engineer

hace 6 días

Lima, Perú e2open Perú A tiempo completo

**Position Overview**

The 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.

Responsabilities:

- Research, diagnose, and respond to client inquiries in an expeditious, thorough and professional manner. Ensure KPIs are met consistently to achieve customer experience excellence.
- Identify, select, and manage cases to work on; determine root cause resolution workflows and propose a solution to the customer.
- Write basic level SQL queries to identify and troubleshoot customer issues through analyzing a various factors and determining the best approach.
- Manage customer support to resolution knowing when to escalate issues and articulate the problem.
- Research bugs by reading code and interpreting where the code needs to be updated.
- Effectively communicate and interact with customers at all levels to understand the 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 on-call rotations as assigned
- Other tasks and activities as assigned

Qualifications and experience:

- 2-5 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 problem-solving/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.

Preferred but not required:

- Functional and business process knowledge of the Logistics and Supply Chain industry, as well as experience with logistics, transportation, and shipping software.
- Basic understanding of ITIL, incident and problem management.
- Basic familiarity with software engineering. Ability to read programming code and familiarity with programming concepts a plus

Technical skills:

- Working knowledge of Microsoft Office suite of tools - Excel, World, Outlook
- Good knowledge of SQL/MS-SQL
- Experience working with Microsoft Server OS
- 2 years experience with SOAP messaging, JSON, XML

Physical requirements:

- General office environment and responsibilities requiring:

- Extensive use of the computer which involves viewing a monitor and keyboarding for most of the workday.
- Placing and receiving phone calls.
- Occasionally moving and lifting objects up to 20 pounds.
- May require some travel as needed.

**What we offer**:

- Health Insurance: EPS Pacifico Plan 2 100% covered.
- Indetermined employment.
- Company bonus program.
- Referral program.
- Training programs.
- Equity program.

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

**Salary**: S/.5,500.00 - S/.6,500.00 per month

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