E2open is the connected supply chain platform that enables the world's largest companies to transform the way they make, move, and sell goods and services. We connect more than 400,000 partners as one multi-enterprise network. Powered by the network, data, and applications, our SaaS platform anticipates disruptions and opportunities to help companies improve efficiency, reduce waste, and operate sustainably. Our employees around the world are focused on delivering enduring value for our clients.POSITION DESCRIPTIONDepartment: Global Customer SupportReports to: Customer Support ManagerWork Timings: 24/7Position Summary:The Support Analyst is a member of e2open Customer Support Team, responsible for working with e2open customers and resellers to manage and resolve incidents and issues relating to our products and integration tools. Primary activities include issue diagnosis, troubleshooting, and incident management. The Support Analyst will use strong problem-solving skills, combined with excellent communication and customer focus, to maintain high levels of customer satisfaction. E2open support center operates 24/7.Essential Functions/Responsibilities:Respond to contact from customers, resellers, and professional service engineers, via phone, email, and electronic incident submission.Effectively interact with customers of all ability levels to understand the customer's request and rapidly assess severity level.Define, research, and resolve customer issues in a timely accurate manner, routing non-technical issues to appropriate Kewill personnel using approved business processes.Provide timely updates to the customer, coworkers, and management on the status of outstanding issues.Maintain status of issues in the call-tracking system and perform appropriate follow-up on escalated issues.Document complex issue resolutions for both the customer and internal reference, following the appropriate support process.Serve as a subject matter expert (SME) and reviewer in the development of documentation and training materials.Assist team members with complex issues to gain experience and exposure to more advanced problems.Convey customer feedback to appropriate business areas such as Marketing, Product Management, and Development.Assist in the training and development of Customer Support Engineer.Contribute, review, and maintain knowledge base content on an ongoing basis.Other Responsibilities:Perform other duties as needed.Participate in non-compensated 24x7 call rotation.Required Skills/Experience:Ability to perform all functions associated with the Support Engineer position.Demonstrated successful customer service experience with the ability to manage complex customer issues with calm, comfort, and ease.Strong troubleshooting and support skills, including the ability to creatively utilize all available resources to satisfy customers.Ability to take ownership of complex issues/assignments and follow through to completion.Demonstrates aptitude to prioritize and handle multiple issues simultaneously.Effective oral and written communication skills.Strong attention to detail and accuracy.Ability to work independently in a fast-paced technical environment.Ability to function and contribute to team environment.Effective time management and project management skills.Must be willing to work flexible hours.Familiarity with shipping automation software, the transportation industry, or SCM domain is a plus.Bachelor's degree in computer science or related field preferred.Product Knowledge:Knowledge in Freight Forwarding, Logistics, Order management, and other Domain.Able to handle L2 level support.SCM Basic knowledge.Technologies for the Enterprise Products:Microsoft Operating Systems.Microsoft Office Suite.Internet and networking technologies.Web Servers (Apache or IIS).Databases and database management systems (SQL, MySQL, Oracle).Technologies for the Desktop Products:Microsoft Operating Systems.Microsoft Office Suite.Internet and networking technologies.Basic Familiarity with a programming language (C or C++) and HTML or PHP-based web programming.Technologies for the Trade & Logistics Products:Microsoft Operating Systems.Microsoft Office Suite.Internet and networking technologies.Basic Knowledge of the following platforms: Alpha RMS, Alpha Oracle, Integrity Oracle, or Unix Oracle.Physical Requirements:General office environment and responsibilities requiring keyboarding, sitting, standing, walking, and lifting objects up to 15 pounds.
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