The Global 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 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, troubleshooting, and incident management.The Global Support Engineer will use strong problem-solving skills combined with excellent communication and customer focus to maintain high levels of customer satisfaction.QUALIFICATIONS AND EXPERIENCES- 2-5 years of working experience is preferred.- Excellent written and verbal communication skills,including 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 well both in a team environment and independently under mínimal supervision.- Comfortable working under deadlines and managing multiple priority customer cases.- Technical skills:- Strong working knowledge of Microsoft Office.- Good knowledge of SQL, Microsoft SQL Server or Oracle is a must with working knowledge of Transact-SQL (T-SQL, Microsoft SQL) query knowledge.- Basic familiarity with software engineering.Ability to read programming code and familiarity with programming concepts a plus.- Preferred but not required:- Basic understanding of ITIL, incident and problem management.- Knowledge of SOAP messaging and/or JSON and XML.- Functional and business process knowledge of the Logistics and Supply Chain industry, as well as experience with logistics, transportation, and shipping software.RESPONSIBILITIES- Research, diagnose,and respond to client inquiries in an expeditious, through and professional manner. Ensure KPIs are met consistently to achieve customer experience excellence.- Effectively interact with customers of all ability levels to understand the customer 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.- Be able to work independently and with cross functional teams to troubleshoot and resolve complex problems.- Be proactive in identifying preventative measures and early warning mechanisms to reduce customer issues/escalations.- 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.- Flexibility to 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.What we offer:Onsite schedule (Fridays remote).Health Insurance: EPS Pacifico Plan 2 100% covered.Company Bonus Program.Indetermined Employment.Referral program.Training programs.Equity program.E2open participates in the E-verify program in certain locations, as required by law.Requisitos: Idiomas: InglésConocimientos: SQL Server,CRM,Comunicación y persuasión,Organización,Planificación,Servicio al cliente,Soporte al cliente,,,,Disponibilidad para viajar: SiDisponibilidad para cambio de residencia:SiJornada laboral: Tiempo completoTipo de Contratación: Contrato por Inicio o Incremento de ActividadEstudios Mínimos: UniversitarioCONDICIONES DEL EMPLEOJornada laboral: Tiempo CompletoTipo de empleo: Trabajo FijoSalario: A convenirREQUERIMIENTOSExperiência Mínima: No especificado
