About this position
RepSpark is a leading and rapidly growing B2B e-commerce software company headquartered in Southern California. We offer cloud-based software applications for Sales and E-Commerce for the apparel, footwear, and accessories industries, focused on wholesale businesses to help brands sell intelligently. Our mission is to produce cutting-edge technology, design, and back-end functionality. We have a driven, talented development team that takes pride in the platform.
We are looking for a Technical Customer Support Engineer to join our growing Customer Success team at RepSpark. As a Technical Customer Support Engineer, you will be responsible for providing exceptional customer service by communicating directly with external customers through phone, email, or chat to better understand their reported issues. You will be managing the opening, status update, and closing of support tickets, ensuring issue identification, and resolution SLA’s are met. You will also be triaging all reported customer support issues, resolving tier 1 support tickets that require technical acumen and escalating complex Tier 2 and 3 tickets as necessary. You will collaborate with cross-functional internal teams to ensure that issues are resolved effectively and efficiently, and work with the product team to identify and communicate service trends.
Job Requirements
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Communicate directly with external customers via phone, email, or chat to better understand customer-reported issues.
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Manage the opening, status update, and closing of support tickets to ensure issue identification and resolution SLA’s are met.
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Triage all reported customer support issues, resolving tier 1 support tickets that require technical acumen and escalating complex Tier 2 and 3 tickets as necessary.
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Collaborate with cross-functional internal teams to ensure that issues are resolved effectively and efficiently.
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Work with the product team to identify and communicate service trends.
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Assist customers in understanding how to appropriately use and configure supported application features and functionality.
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Assist with application testing activities and internal projects as needed.
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Develop new and maintain existing knowledge-base articles.
Processes and Procedures
Develop procedures to ensure that quality standards are consistently met throughout the product development lifecycle. Create reliable processes to ensure that teams execute rapidly and effectively, and constantly re-evaluate to identify areas for improvement
Relationships
Build outstanding relationships with customers, partners, and business drivers.
Qualifications and Skills:
- 2-3 years of experience working in a Technical Customer Support or Service Helpdesk role.
- Demonstrated analytical acumen to identify, triage, and troubleshoot on-premise and cloud-based software applications.
- Proficient in reading and having a working understanding of one of the following software languages: C#, JavaScript, Python.
- Basic SQL querying/scripting.
- Experience and enjoyment in communicating with customers regarding technical and non-technical issues.
- Strong drive to help and solve problems.
- Willingness to learn and expand on technical skills to better troubleshoot problems.
- Ability to exercise judgment using procedures and practices to determine the appropriate course of action.
- Experience with apparel, footwear, and accessories industries is a plus.
