Tier 1 Support Engineer

At Extensiv, our support engineers are the heart and soul of our business. We care

deeply about our customers and consistently go above and beyond to help. Our fast-growing customer

base relies heavily on our ability to be present and helpful 24/7. We utilize phone, email, and chat

vectors to solve our customers issues or escalate them to the proper party inside of a multi-tiered

organization.


Key Responsibilities:

Frontline technical software support in a mixed email, phone, and/or
chat environment
Troubleshoot, test, and resolve technical and configuration issues
Educate customers on use of the software and best practices
Reproduce, analyze, and escalate software and platform defects
Serves as the liaison between Extensiv and our customers
Understand 3PL warehouse clients business objectives act accordingly
Maintain regular clear updates with our customers until resolution
Available on rotation for 24/7 on-call escalations for critical issues

Compliance with
organizations values, policies,
and standards, and ensure
compliance with all local
statutory requirements:

Complies with all local legislative requirements.
Adheres to company policies and core values
Where appropriate keeps up to date with legislative requirements.
Acts in an ethical way when dealing with company assets and other people.

Key Requirements
Experience: 

2+ years of experience in technical support and/or customer facing roles
Experience related to software, e-commerce, or warehousing

Skills: 

Amazing people skills with a zeal to work with customers

Personal Attributes:  

Confidence with technical troubleshooting and problem-solving
Fantastic oral and written communication
Thrive in a fast paced, constantly evolving, team environment

Bonus Points if you Have:  

Working knowledge of Supply Chain and Warehouse Management Systems
Experience with SaaS support
Basic knowledge of SQL, SOAP APIs, REST APIs, and/or EDI