Technical Customer Support Engineer SAAS B2B Ecommerce Platform

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.

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