APACE2open 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 OVERVIEWThe Associate Support Engineer is a member of e2open's customer support team responsible for providing support to a diverse global customer base. Working directly with customers, the Associate Support Engineer is the primary point of contact for a wide variety of customer inquiries related to our products and services. Primary activities include issue diagnosis, triage, troubleshooting, and incident management. The Global Support Engineer will use problem-solving skills combined with communication and customer focus to maintain high levels of customer satisfaction.RESPONSIBILITIES:Provide exceptional overall client experience to clients using time-sensitive, mission-critical applications.Research, diagnose, and respond to basic client inquiries in an expeditious, thorough, and professional manner. Ensure KPIs are met consistently to achieve customer experience excellence.Effectively interact with customers of all ability levels, including senior customer executives, to understand the request and rapidly assess severity level.Ensure critical customer issues are addressed quickly and effectively by collaborating with Product Development, Professional Services, Cloud Operations, and Quality Assurance in a global environment.Work with the support of senior members of the support team to troubleshoot and resolve complex problems.Document all customer interactions in an internal case management system, including a clear root cause and implemented solution.Build, maintain, and utilize support procedures and knowledgebase articles.Participate in required shift work and/or off-hours coverage for different time zones, including evening and weekend support for Severity 1 issues.Participate in on-call rotations as assigned.Other tasks and activities as assigned.QUALIFICATIONS AND EXPERIENCE:Candidate must possess a Diploma, Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree in Computer Science/Information Technology or equivalent.1-2 years of working experience is preferred.Excellent written and verbal communication skills, including the ability to speak and write fluently in English.Excellent time management and organizational skills.High attention to detail and technical problem-solving/troubleshooting skills.Ability to work in a team environment.Comfortable working under deadlines and managing multiple priority customer cases.Working knowledge of Microsoft Office suite of tools – Excel, Word, Outlook.Some experience with Salesforce.com or equivalent CRM software.Good knowledge of SQL/MS-SQL.Some experience working with Microsoft Server OS.Knowledge or experience with SOAP messaging, JSON, XML.E2open is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.E2open participates in the E-verify program in certain locations, as required by law.
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