e2open is hiring a
Associate Support Engineer

Summary

Join E2open's customer support team as an Associate Support Engineer and provide exceptional client experience, research and troubleshoot customer inquiries, and collaborate with global teams to resolve complex problems.

Requirements

• Candidate must possess a Diploma, Advanced/Higher/Graduate Diploma, Bachelor’s Degree, Post Graduate Diploma, Professional Degree, Computer Science/Information Technology or equivalent
• 1-2 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 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

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
• Be able to 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
• 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