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
- 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.
- 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 on-call 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