Offer summary

Qualifications:

2+ years of technical support experience with Enterprise customers, Experience in B2B e-commerce environments, Strong verbal and written communication skills, Proficient in English and familiar with troubleshooting common database issues..

Key responsabilities:

Diagnose and troubleshoot support tickets to resolution using solid methodologies.

Communicate effectively with clients and teammates via email, chat, and phone.

Collaborate on knowledge center articles and tutorials for customer assistance.

Act as a mentor for junior support engineers and facilitate team interactions.

Job description

On behalf of Opmetrix (Advantive Group), SD Solutions is looking for a talented Support Engineer

As a Support Engineer, you provide technical expertise in the Opmetrix (Advantive Group) support team. You handle complex software support cases and develop solutions for new issues. Working remotely, you'll support via phone, email, and our portal. Your main role is to research software errors, escalate serious concerns to Development or level III engineers, and ensure customer satisfaction by maintaining high service standards. Professionalism, solution-orientation, and root cause analysis are essential skills for this position.

You will be able to quickly analyze the situation, identify the solution, and make clear and informed recommendations to peers, cross-functional groups and leadership. You will be able to demonstrate superb communication, organization, and time management skills, and be able to effectively handle several diverse and complex problems at the same time.

SD Solutions is a staffing company operating globally. Contact us to get more details about the benefits we offer.

Responsibilities:

Diagnose, troubleshoot and monitor open support tickets to resolution where possible, and utilizing solid troubleshooting methodologies.
Communicate effectively with clients and teammates throughout the ticket process via various channels such as email, chat and phone.
Respond to new messages in the help center (powered by Salesforce) and answer incoming support cases in a timely fashion.
Collaborate new knowledge center articles & tutorials to assist customers and other support engineers.
Facilitate interaction and workflow between project team members, including third-party service providers, to ensure deliverables are on time.
Act as a Mentor and guide for Support Engineer I or other team members/partners who need assistance.

Requirements:

2 years or more of technical support experience working with Enterprise customers
2 years or more of experience in B2B e-commerce environment
Ability to debug using web browser development tools
Proficient in English language
Must be capable of troubleshooting common database issues.
Experience in E-Commerce environments, setup and configuration
Strong verbal and written communication skills and ability to manage time effectively
Analytical and process-oriented mindset, ability to collect and interpret data from various sources
Troubleshooting skills to analyze, translate and resolve software inquires
Comfortable working across multiple departments in a deadline-driven environment
Active team player, self-starter, and multitasker who can quickly adjust priorities
Solutions-oriented with strong attention to detail
Coachable and adaptable. Accepts and embraces feedback to support growth and align with change.
Friendly, patient, and always willing to help and go above and beyond to ensure customer happiness.
Knowledge of Opmetrix software, both Native and HQ.
Familiarity with PHP, JavaScript, CRM and ERP systems
Experience in REST API
Comprehensive experience working with relational databases (MSSQL, MySQL, PostgreSQL) and writing SQL queries.

About the company:

Opmetrix (Advantive Group) is a leading mobile CRM and sales platform, part of the Commerce Vision suite of B2B omnichannel solutions. We develop award-winning cloud-based consumer goods CRM and sales solutions that make field team activity measurable and transparent.

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