Technical Customer Support Engineer SAAS B2B Ecommerce Platform
RepSpark

RepSpark is seeking a full-time local (or Remote) Technical Customer Support Engineer to join our growing Customer Success team. The Technical Customer Support Engineer will fit the following description.

Essential duties and key responsibilities:

• Communicating directly with external customers via phone, email or chat to better understand customer reported issues.

• Focus on providing exceptional customer service at all times.

• Manage the opening, status update and closing of support tickets to ensure issue identification and resolution SLA’s are met.

• Triage all reported customer support issues. Capability to resolve tier 1 support tickets that may require technical acumen and appropriately escalate complex Tier 2 and 3 tickets.

• Collaborate with cross functional internal teams to ensure that issues are resolved effectively and efficiently.

• Collaborate with the product team to identify and communicate service trends.

• Assist customers in understanding how to appropriately use and configure supported application features and functionality

• Assist with application testing activities and internal projects as needed.

• Assist with support documentation as needed.

• Ability to obtain an in-depth understanding of application functionality and the business processes supported by these applications.

• Develop new and maintain existing knowledge-base articles.

What we are looking for:

• 2-3 years’ experience working in a Technical Customer Support or Service Helpdesk role.

• Demonstrated analytical acumen to identify, triage, and troubleshoot on premise and cloud based software applications.

• Ability to proficiently read and have a working understanding from one of the following software languages: C#, JavaScript, Python.

• Basic SQL querying/scripting.

• Experience and enjoyment in communicating with customers regarding technical and non-technical issues.

• Strong drive to help and solve problems.

• Willingness to learn and expand on technical skills to better trouble-shoot problems.

• Ability to exercise judgment using procedures and practices to determine the appropriate course of action.

• Experience with apparel, footwear and accessories industries is a plus.