Global Support Engineer E2open
THIS JOB HAS EXPIRED Job Category:Global Support
Employment Duration:Full Time
# of Openings:1
More and more companies with complex, outsourced networks of suppliers, logistics providers, and distributors lack much needed visibility, collaboration, and control over the multi-enterprise business processes driving success or failure. One company can solve this challenge, driving dramatic and fast improvements in customer service and profitability through on demand solutions for demand and supply networks?E2open.
As a member of the E2open team, you?ll be working on cutting-edge technology solutions that are transforming how the world?s largest manufacturing companies do business. Our customers span a range of industries and include Boeing, Cisco, Dell, Hitachi, IBM, RIM, Seagate, and Vodafone for whom we have created a large network of 75,000+ trading partners.
E2open is well positioned to grow in today?s cost constrained economy while realizing the benefits of its recurring revenue subscription model. With operations in multiple international locations including Malaysia, Taiwan, the United Kingdom and the United States, E2open offers a multitude of challenging and rewarding career opportunities.
At E2open, we understand that our global success is a direct result of the efforts and dedication of our worldwide team. In every E2open office, you will find smart, energetic people that exhibit teamwork, professionalism, integrity and most importantly, deliver quality and value to our customers.
We hope to hear from you!
The E2open Customer Support (GS) department is committed to assisting with all aspects of customer support within the company to ensure positive customer relationships and satisfied customers.
E2open offers a variety of offerings that are designed to ensure that business documents are processed across our Global Supply Chain (GSC) network. Customers depend on E2open to deliver these documents in a timely manner while ensuring document integrity and strict standards compliance. Each GSC solution or ?Hub? may process billions of dollars in transactions per day. The Sr GSE takes notifications of issues and manages the issue through completion. The Sr GSE works with the customer, hub team, program directors and others to ensure the problem is managed to very strict Service Level Agreements (SLA?s), using their technical and communication skills.
Our Sr GSE?s deal with a fast moving environment, requiring a Sr GSE to multi-task handling multiple alerts and communications. The Sr GSE?s are effective and professional communicators who are capable of overseeing a situation within the context of our SLA?s, and customer demands.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Provides customer with E2open Solution and Product technical support assistance.
Meets contractual service level commitments to our customers.
Responds to customer inquiries via telephone, online email, and Web based Incident reporting tool.
Communicates with customers to understand and document the issue
Research Solution stack to determine RCA and/or Workaround/Solution, and documents it
Communicates with Solution specialist team for escalation and incident tracking/managing purposes
Enters and tracks problem reports on behalf of the customer.
Provides timely resolution, workaround, or status to customers.
Acts as a Customer / Developer liaison for all issues, gathering required information by either party, or responding to inquiries by either party.
Assists in maintaining technical support resources.
Creating and maintaining Solution Troubleshooting documentation.
Create and maintain Technical Information Bulletins.
Work within a rotating shift pattern, currently daytime only
Assist with the training of new members of the GS team.
Additional duties may be required, such as PHP; MySQL and HTML programming
EDUCATION and/or EXPERIENCE
Bachelor's degree from a four-year college or university; or a minimum of 5 years of related experience and/or training; or equivalent combination of education and experience.
Understanding of scripting languages (shell, perl, php; html; C++).
System level knowledge and use of Unix/Linux operating systems.
Working knowledge of networking (TCP/IP, DNS).
Previous technical call center or customer support experience.
Telephone communication skills.
Typing skills are required to accurately enter customer information into our online call database (although typing speed is not a factor). Must be process oriented and organized.
Excellent interpersonal skills.
Familiarity with Microsoft Office tools, Excel; Word; etc.
Familiarity with Customer Relationship Management and/or Incident/Issue tracking tools
Familiarity with Databases and SQL
||Austin, TX |
THIS JOB HAS EXPIRED