Level 2 - Technical Support Engineer at RetailNext

What you will be doing: 

• Resolution of the most complicated customer issues escalated by Helpdesk and L1 support teams
• Phone calls with customers helping to fix issues faster
• Coordinating support process with Helpdesk and L1 teams
• L1 and Helpdesk teams mentoring
• Updating product documentation
• Support process automation
• Custom tools development for RetailNext customers (API, data import/export)
• Custom reports creation

Qualifications:

• Practical programming experience (Python/Powershell/Linux Shells)
• Data analytics (Pandas, NumPy, Jupyter)
• Version Control Systems
• Jira software/Jira Service management
• Networks and troubleshooting experience (TCP/IP, tcpdump/wireshark/etc)
• Cloud environment (AWS, GCP, terraform, etc

Skills:

• Review customer reporting such as KPIs and SLAs to ensure successful support of key customers
• Have excellent communication skills and interact in a professional manner and be responsive to all contacts internal or external
• Adjust effectively to working within new work structures, processes, requirements, or cultures based on the needs of each of your clients

Knowledge:

• Knowledge of how to provide support metrics and audit reports to customers so that this can be done when needed
• Knowledge of customer service principles and practices to that you can deliver a quality service to customers
• Effective listening skills so that you can answer questions chrome customers efficiently

Talents:

• Ability to maintain an extremely high level of customer satisfaction so that you can manage difficult customer situations and conversations
• Must be able to identify and understand process issues, problems, and opportunities so that we can constantly improve support
• The ability to be empathetic to customers needs so that we can make them feel supported
• The ability to be direct in your communication so that customers understand our expectations of them
• The talent to work collaboratively in a team and give suggestions without condescending team members