POSITION: Technical Support Engineer
LOCATION: Shanghai/Hong Kong, Australia
JOB TYPE: Technical/Support
COMPANY: The industry-leading provider of enterprise cloud commerce solutions.
PRIMARY FOCUS & RESPONSIBILITIES:
- Responsible for providing product support to users of the Company's platform. Supports and contributes to the growth of best practices for delivery of Company support services.
- Understands related technologies and troubleshooting practices to ensure successful resolution of Company product issues.
- Can manage assigned cases in queue with little or no supervision
- Can manage individual product issues to resolution
- Contributes to the definition and evolution of Company's methodologies, standards and best practices for support and product delivery
- Act as customer advocate
- Identify customer needs and cultivate a relationship with the customer to generate more business for our company.
KEY RESPONSIBILITIES:
Customer:
- Accountable for resolving client issues in a timely manner
- Maintain high levels of customer & partner satisfaction
- Escalation and resolution of issues outside of the support realm of responsibility
- Advocate for customer issues inside of company
Inside:
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Demonstrates the "Anytime-Anywhere" mentality.
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Establishes and maintains relationships with customers and partners
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Contributes knowledge and input to Xchange community and product documentation
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Maintains on-going product knowledge and certification
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Works to continuously enhance and expand troubleshooting and communication skills
Practice
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Raises suggestions ways to improve support services and efficiencies.
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Mentors new employees and partners on our solutions, best practices and methodology.
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Provide input on best practices for support service delivery
QUALIFICATIONS:
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2+ years providing customer facing product/technical support (Web based products or eCommerce preferred)
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Strong troubleshooting/root cause isolation skills with web technologies such as JavaScript, HTML, XML, Web Services.
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Must be proficient with analyzing log files and standard debugging concepts.
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Experience providing web development support is highly desirable. Familiarity with development IDE's such as Eclipse.
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Familiarity with tools & practices of the trade such as case management, knowledgebase, defect & escalation management.
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Experience providing API support
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Experience supporting and troubleshooting eCommerce applications with catalog, shopping cart, merchandising and payment handling is highly desirable.
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Experience providing SaaS support is desirable.
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Excellent communication skills (verbal and written).
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College degree strongly preferred
Competencies
Critical:
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Communication Verbal & Written
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Adaptability
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Focus on Customer / Partner
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Reliability
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Inspire Trust
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Analysis
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Teamwork
Very Important:
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Listen to Others
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Self Development
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Drive for Results
Important:
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Global Perspective
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Improving Processes
