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Customer Experience Expert

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About the Role

The Global Support Engineer is a key member of e2open's customer support team responsible for providing exceptional support to our diverse global customer base. Working directly with customers, this role is the primary point of contact for various inquiries related to our products and services.

Main Responsibilities

  • Provide timely and professional support to clients using critical applications.
  • Research and diagnose client inquiries, ensuring consistent achievement of customer experience excellence.
  • Identify and manage cases, determine root cause resolution workflows, and propose solutions to customers.
  • Manage customer support effectively, knowing when to escalate issues and articulate problems.
  • Collaborate with cross-functional teams to troubleshoot and resolve complex problems.
  • Proactively identify preventative measures and early warning mechanisms to reduce customer issues/escalations.
  • Document all customer interactions in an internal case management system.
  • Build and maintain support procedures and knowledgebase articles.