Primary Responsibilities:
- Provide a pleasant customer support experience by assisting the Customer Support Team in troubleshooting and resolving technical customer issues in a timely and accurate fashion. Includes performing database queries, data analysis, front-end to back-end system troubleshooting and data gathering prior to sending issues to Business Analysis or Software Development teams.
- To make recommendations to Business Analysis team for potential additional features, improvements in user experience and/or improvements in administration experience.
- To develop a detailed technical knowledge of all of eComEngine’s software products. Includes participation in training opportunities as well as putting forth effort in self-study.
- To assist the Business Analysis team in software testing
- To assist the Customer Support team in supporting Beta-phase products
- To assist the Business Analysis team with the development of support resources such as user documentation, knowledgebase content and training videos
- To perform administration of internal software systems, such as ticketing system, billing scripts, etc.
- Commitment to high-quality customer experience
- Ability to work effectively within a team of Customer Support professionals
- Experience writing SQL queries/reports
- Demonstrated ability to troubleshoot technical system issues
- Ability to understand business processes and how software models/automates those processes
- Ability to learn how cloud software systems function - from both the user’s perspective and the system perspective
- Excellent written communication
- Excellent reading comprehension
- Ability to work independently from a home office
- Ability to work U.S. Eastern Time business hours
- Experience in a Customer Support environment
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