About this position

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'll oversee the entire lifecycle of support tickets, from creation to closure, ensuring that our commitment to identifying and resolving issues within agreed-upon SLA’s is consistently met. Moreover, you'll take charge of triaging all incoming customer support matters, addressing Tier 1 challenges that demand technical expertise. Should more complex Tier 2 issues arise, you'll leverage your skills to troubleshoot and resolve them effectively before considering escalation to Tier 3. 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

  • Communicate directly with external customers via phone, email, or chat to better understand customer-reported issues.
  • Manage the opening, status update, and closing of support tickets to ensure issue identification and resolution SLA’s are met.
  • Triage all reported customer support issues, resolving Tier 1 and Tier 2 support tickets that require technical acumen and escalating complex Tier 3 tickets as necessary.
  • Collaborate with cross-functional internal teams to ensure that issues are resolved effectively and efficiently.
  • Work with the product team to identify and communicate service trends.
  • Assist customers in understanding how to appropriately use and configure supported application features and functionality.
  • Assist with application testing activities and internal projects as needed.
  • Develop new and maintain existing knowledge-based articles.

  • 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.

About RepSpark

RepSpark is the leading SaaS B2B wholesale ecommerce platform designed to help brands sell intelligently. Our cloud-based software applications empower brands in the apparel, footwear, and accessories industries to streamline their wholesale processes and enhance the customer experience. With a focus on creating cutting-edge technology, design, and back-end functionality, our dedicated development team takes pride in delivering a top-notch platform.

Why Work Here

RepSpark offers exciting opportunities for career growth and development in a rapidly expanding company. Join our dynamic team and contribute to revolutionizing the way brands sell in the wholesale industry.