Global Support Engineer E2open

Department: Global Support

Duration: Full Time

Position Description
The E2open Global 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 GSE receives notifications of issues and manages the issue through completion. The GSE works with the customer, hub teams, program directors and others to ensure the problem is managed to very strict Service Level Agreements (SLAs), using their technical and communication skills.

Our GSEs deal with a fast moving environment, requiring a GSE to multi-task handling multiple alerts and communications. The GSEs are effective and professional communicators who are capable of overseeing a situation within the context of our SLAs and customer demands.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
1. Provides customer with E2open Solution and Product technical support assistance.
2. Meets contractual service level commitments to our customers.
3. Responds to customer inquiries via telephone, online email, and Web based Incident reporting tool.
a. Communicates with customers to understand and document the issue
b. Research Solution stack to determine RCA and/or Workaround/Solution, and documents it
c. Communicates with Solution specialist team for escalation and incident tracking/managing purposes
4. Enters and tracks problem reports on behalf of the customer.
5. Provides timely resolution, workaround, or status to customers.
6. Work within a rotating shift pattern, currently daytime only

Qualifications
EDUCATION and/or EXPERIENCE
1. Bachelor's degree from four-year college or university; or a minimum of 1 year of related experience and/or training; or equivalent combination of education and experience.
2. System level knowledge and use of Unix/Linux operating systems.
3. Working knowledge of networking (TCP/IP, DNS).
4. Previous technical call center or customer support experience.
5. Telephone communication skills.
6. 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.
7. Excellent interpersonal skills.
8. Familiarity with Microsoft Office tools, Excel; Word; etc.
9. Familiarity with Customer Relationship Management and/or Incident/Issue tracking tools.

Location:	Austin, TX United States