Senior Service Desk Engineer Venda
THIS JOB HAS EXPIRED Job Summary
The Service Desk Engineer requires exceptional analytical, problem-solving, technical, and communication capabilities. This position works closely with the Account Management and Engineering teams to troubleshoot issues and provide regular updates and feedback on all open client issues relating to the operations of the clients? site.
This position requires a technology professional capable of quickly analysing issues, communicating and documenting proper solutions. Excellent organizational skills and the ability to interact with and influence all levels of personnel including executive managers and technical staff is key to success in this role. The Service Desk Team is responsible for logging and updating customer issues, responding to queries within agreed SLAs, diagnosing, investigating and resolving issues relating to the operations of the customers eCommerce website and third party systems.
This is an important position that contributes directly to the satisfaction of Venda?s customers. The ideal candidate is one that thrives in a challenging, dynamic environment, can quickly learn (our platform, systems and client process) and is able to adapt. We seek a self-starter who can interact effectively, build relationships with business and technical partners at all levels within the organization, and demonstrates exceptional communication, analytical, and problem-solving abilities.
Respond to incoming support requests and inquiries regarding the Venda platform to determine if problems are user, software, or hardware related;
Validate and troubleshoot bugs and issues before assigning them to the appropriate Engineering or IT teams;
Diagnose, troubleshoot and resolve issues via ticketing system, over the phone and email, in a fast paced, challenging and dynamic environment;
Maintain a good overall understanding of application, architecture, and other third party services;
Ensure good knowledge and understanding of eCommerce best practices (including usability, SEO, fulfilment, etc.) in order to provide holistic support and guidance to clients;
Analyze problems/issues/inquiries, assign severity levels, own issues and follow through to resolution;
Perform call backs ensuring issues are resolved in a timely manners and within SLAs, and that ticket information is accurate;
Provide mentoring to team members and continuous improvement to the Service Desk Team and product by providing feedback, grouping common issues and solutions and sharing.
Essential Technical Skills
Experience with root cause analysis, reading logs (including application and payment logs), Linux, and related technologies is a plus.
Strong problem solving skills.
Knowledge of and experience with Systems Integrations (flat file and SOAP).
Essential Soft Skills
Strong communication skills, enthusiasm, and a strong desire to succeed.
Strong documentation skills.
Superior customer service skills.
Strong listening skills.
Must be a team player and leader, able to work independently with minimal supervision and work under tight deadlines.
Sense of ownership, accountability and pride in work; self motivation.
Knowledge, Experience & Qualifications
Minimum 5 years experience in a Service Desk or Helpdesk role supporting proprietary software, SaaS or eCommerce (not simply desktop support).
Excellent knowledge of issue and bug tracking/ticketing software.
Knowledge of and experience with Internet/Web technologies.
Knowledge of eCommerce systems infrastructure and architecture.
||360 Madison Ave, 19th Floor |
New York, NY 10017
THIS JOB HAS EXPIRED