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RepSpark

 This job is getting a pretty high amount of applications right now (13% of viewers clicked Apply)

closed

saas

 

customer support

 

engineer

 

ecommerce

This job post is closed and the position is probably filled. Please do not apply.
\nRepSpark 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.\n\nEssential duties and key responsibilities:\n\n\n* Communicating directly with external customers via phone, email or chat to better understand customer reported issues.\n\n* Focus on providing exceptional customer service at all times.\n\n* Manage the opening, status update and closing of support tickets to ensure issue identification and resolution SLA’s are met.\n\n* 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.\n\n* Collaborate with cross functional internal teams to ensure that issues are resolved effectively and efficiently.\n\n* Collaborate with the product team to identify and communicate service trends.\n\n* Assist customers in understanding how to appropriately use and configure supported application features and functionality\n\n* Assist with application testing activities and internal projects as needed.\n\n* Assist with support documentation as needed.\n\n* Ability to obtain an in-depth understanding of application functionality and the business processes supported by these applications.\n\n* Develop new and maintain existing knowledge-base articles.\n\n\n\n\nWhat we are looking for:\n\n\n* 2-3 years’ experience working in a Technical Customer Support or Service Helpdesk role.\n\n* Demonstrated analytical acumen to identify, triage, and troubleshoot on premise and cloud based software applications.\n\n* Ability to proficiently read and have a working understanding from one of the following software languages: C#, JavaScript, Python.\n\n* Basic SQL querying/scripting.\n\n* Experience and enjoyment in communicating with customers regarding technical and non-technical issues.\n\n* Strong drive to help and solve problems.\n\n* Willingness to learn and expand on technical skills to better trouble-shoot problems.\n\n* Ability to exercise judgment using procedures and practices to determine the appropriate course of action.\n\n* Experience with apparel, footwear and accessories industries is a plus.\n\n\n


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