Support Engineer

Summary

Join Optimetrix (Advantive Group) as a Support Engineer and provide technical expertise to their support team. You will handle complex software support cases, develop solutions for new issues, and work remotely to support customers via phone, email, and their portal. Your main role is to research software errors, escalate serious concerns to Development or level III engineers, and ensure customer satisfaction by maintaining high service standards. You will need to be able to quickly analyze situations, identify solutions, and make clear and informed recommendations to peers, cross-functional groups, and leadership. Strong communication, organization, and time management skills are essential, as you will be handling several diverse and complex problems simultaneously.

Requirements

• 2 years or more of technical support experience working with Enterprise customers
• 2 years or more of experience in B2B e-commerce environment
• Ability to debug using web browser development tools
• Proficient in English language
• Must be capable of troubleshooting common database issues
• Experience in E-Commerce environments, setup and configuration
• Strong verbal and written communication skills and ability to manage time effectively
• Analytical and process-oriented mindset, ability to collect and interpret data from various sources
• Troubleshooting skills to analyze, translate and resolve software inquires
• Comfortable working across multiple departments in a deadline-driven environment
• Active team player, self-starter, and multitasker who can quickly adjust priorities
• Solutions-oriented with strong attention to detail
• Coachable and adaptable. Accepts and embraces feedback to support growth and align with change
• Friendly, patient, and always willing to help and go above and beyond to ensure customer happiness
• Knowledge of Opmetrix software, both Native and HQ
• Familiarity with PHP, JavaScript, CRM and ERP systems
• Experience in REST API
• Comprehensive experience working with relational databases (MSSQL, MySQL, PostgreSQL) and writing SQL queries

Responsibilities

• Diagnose, troubleshoot and monitor open support tickets to resolution where possible, and utilizing solid troubleshooting methodologies
• Communicate effectively with clients and teammates throughout the ticket process via various channels such as email, chat and phone
• Respond to new messages in the help center (powered by Salesforce) and answer incoming support cases in a timely fashion
• Collaborate new knowledge center articles & tutorials to assist customers and other support engineers
• Facilitate interaction and workflow between project team members, including third-party service providers, to ensure deliverables are on time
• Act as a Mentor and guide for Support Engineer I or other team members/partners who need assistance