Product Support Engineer

Product Support Engineer II

KEY ACCOUNTABILITIES

• Assisting customers with understanding product functionality.
• Directing customers to available resources such as Online Help, Knowledge Base Articles, and customer training materials.
• Become an expert at managing the support ticket queue and be responsible for driving customer requests to a timely resolution
• Diagnosing software issues by reviewing software setups and configuration, system settings, data, etc.
• Troubleshooting application errors including thoroughly documenting what process they were using when they encountered the error, researching possible causes, and reviewing likely contributors.
• Assist our customers with routine administrative tasks.
• Escalating suspected software defects to theproduct development team with well documented notes on troubleshooting performed.
• Collect and analyze feedback from customers, stakeholders and other teams to shape requirements, features and end products.
• Create, edit, and update Knowledge Base articles, training materials or other materials used to provide information and support to customers.
• Participate in continuous learning, product rollout sessions, and other internal training opportunities.
• Provide support for multiple product lines.

QUALIFICATIONS, EXPERIENCE AND SKILLS

• BA/BS Degree in a technical discipline
• 4-8 years prior product support or professional service experience to support software products
• Knowledge on software configuration, data importing, and basic software troubleshooting.
• Ability to prioritize and stay organized to complete items by the deadline
• Comfortable and confident written and verbal communication with internal and external customers Proficiency in SQL and Office tools
• Strengths in problem solving, issue-resolution, ability to work in a deadline-driven work environment, attention to detail, and ability to multitask.
• Prior knowledge in freight forwarding or logistics industry preferred