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Customer Support Engineer

R

RepSpark Systems

Customer Support Engineer

Irvine, CA
Full Time
Paid
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  • Responsibilities

    Job Description

    RepSpark is seeking a full-time local or remote Customer Support Engineer to join our growing Customer Success team. The Customer Support Engineer requires experience and expertise in the following.

     

    ESSENTIAL DUTIES AND KEY RESPONSIBILITIES:

    • Communicating 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.
    • Focus on providing exceptional customer service at all times.
    • Triage all reported customer support issues, resolving tier 1 support tickets and appropriately escalating complex Tier 2 and 3 tickets.
    • Collaborating with cross functional internal teams to ensure that issues are resolved effectively and efficiently.
    • Assists with application testing activities and internal projects as needed.
    • Assists customers in understanding how to appropriately use and configure supported application features and functionality.
    • Ability to obtain an in-depth understanding of application functionality and the business processes supported by these applications.
    • Develop and maintain knowledgebase articles.

    WHAT WE ARE LOOKING FOR:

    • 2-3 years’ experience working in an customer support, service/help desk role.
    • Demonstrated analytical acumen to identify, triage, and troubleshoot software applications.
    • Ability to proficiently read at least one of the following software languages C#, JavaScript, Python.
    • Basic SQL querying/scripting a plus.
    • Ability to exercise judgment using procedures and practices to determine the appropriate course of action.
    • Willingness to learn and adapt new skills/technology.
    • Proficient and fluent in reading and writing in English.
    • Ability to thrive in a fast pace dynamic environment.
    • A Bachelor's degree in Computer Science or equivalent demonstrated experience.

     

    Company Description

    About RepSpark RepSpark is a leading software company headquartered in southern California. RepSpark offers cloud based software applications for Sales and eCommerce for the apparel, footwear, and accessories industries, focused on wholesale businesses to help brands sell intelligently.