Support Engineer
E2open
- Lima
- Permanente
- Tiempo completo
- Provide exceptional overall client experience to clients using time-sensitive, mission critical applications.
- 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
- Candidate must possess a Diploma, Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree, Computer Science/Information Technology or equivalent.
- 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 minimal supervision.
- Comfortable working under deadlines and managing multiple priority customer cases.
- 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
- Working knowledge of Microsoft Office suite of tools - Excel, World, Outlook
- Experience with Salesforce.com or equivalent CRM software.
- Good knowledge of SQL/MS-SQL
- Experience working with Microsoft Server OS
- 2 years experience with SOAP messaging, JSON, XML
- 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.
- Health Insurance: EPS Pacifico Plan 2 100% covered.
- Indetermined Employment.
- Company Bonus Program.
- Referral program.
- Training programs.