ENGINEER - eCommerce Application Support

Job description

Job Description: The Technical Support Engineer (TSE) Level 1 will have sufficient product knowledge and experience to resolve general inquires and the majority of technical support issues received from customers and internal & external partners around the globe. This includes pre & postproduction support and monitoring the system through Alerts.  A TSE Level 1 is the first escalation point within the Support organization.  The TSE Level 1 is capable of and responsible for performing the tasks of a Level 1 Customer Care Specialist, when needed.  The TSE will work on issues and provide a resolution to the customer in a timely manner according to SOPs. Key Responsibilities • Diagnose, isolate and/or resolve Level 1 technical software and Infrastructure issues • Problem diagnosis, root cause analysis (work with L2/product development team) & corrective action • Handle requests presented from any customer, partner or site worldwide • Respond to email requests received, in accordance with service level agreements,  SOPs and performance metrics • Handle cases assigned over, due to differences in time zones & work balancing • Identify and escalate priority issues appropriately • Generate Out of Production notifications • Perform all required tasks in a timely, professional manner and within service level     objectives • Provide responsive and effective solutions • Interact effectively and coordinate appropriate resources to resolve issues, satisfy and retain customers • Continuously strive to increase product and business knowledge • Provide product training to Level 1 and act as a mentor to new Technical support personnel • Provide recommendations for process improvement • Provide ad hoc reports and perform other support & office duties, as assigned