POSITION OVERVIEW 

The 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, and troubleshooting.  The Global Support Engineer will use problem-solving skills combined with communication and customer focus to maintain high levels of customer satisfaction. 

RESPONSIBILITES: 

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.  Effectively interact with customers of all ability levels, including senior customer executives, to understand the request and rapidly assess severity level. 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.   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  

QUALIFICATIONS AND EXPERIENCE: 

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.  

Technical skills: 

Working knowledge of Microsoft Office suite of tools – Excel, Word, Outlook Some experience with Salesforce.com or equivalent CRM software.  1 year of experience in windows application support Basic working knowledge of SQL, Microsoft SQL Server with working knowledge of Transaction SQL (T-SQL, Microsoft SQL) query knowledge  Some experience working with Microsoft Server OS 1 year of experience with SOAP messaging, JSON, XML 

PHYSICAL REQUIREMENTS:  

General office environment and responsibilities requiring: Extensive use of the computer which involves viewing a monitor and keyboarding for most of the workday. Placing and receiving phone calls.

WHAT WE OFFER:

Health Insurance: EPS Pacifico Plan 2 100% covered. Indetermined Employment. Company Bonus Program. Referral program. Training programs.