Sunday, August 3, 2014

Homebased - Level 2 Support Analyst

eComEngine, LLC, a software engineering firm specializing in cloud-based tools for small-to-large Internet retailers is looking for a Level 2 Support Analyst for a homebased/remote position.

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.
Secondary Responsibilities:
  •     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.
Necessary Skills:
  •     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
Desired Skills:
  •     Experience in a Customer Support environment

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