Remote Technical Customer Support Engineer SaaS B2B Ecommerce Platform at RepSpark Open Startup
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Technical Customer Support Engineer SaaS B2B Ecommerce Platform  


RepSpark


saas

 

customer support

 

engineer

 

ecommerce

 

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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