Experience: 3-5 years of development, technical support, or a related role.
Key Responsibilities
Product Support: Provide escalated expert-level technical assistance to our support and onboarding agents, resolving complex engineering product issues efficiently and effectively via email, phone, and live chat. Troubleshoot high-priority software issues reported by agents and provide timely resolutions. Understand code, and develop hotfixes in the .NET technology stack.
Product Feedback: Collaborate with the engineering and development teams to recommend and test new product features and provide actionable feedback.
Documentation: Create and maintain detailed support documentation, FAQs, and user guides to empower customers and streamline the support process.
Continuous Improvement: Identify trends in support requests and contribute to developing long-term solutions and improvements to enhance product reliability and customer satisfaction.
Collaboration: Collaborate with cross-functional teams, including engineering and product management, to escalate and resolve complex issues.
Qualifications:
Education: Bachelor’s degree in Engineering, Computer Science, or a related field.
Technical Skills: Proficient in troubleshooting software issues using .NET, C#, API programming, LINQ, and Javascript, would be nice to have experience in React JS tech stack, with a strong understanding of engineering principles and product design. Thorough understanding of OOPS and Data Structures. Strong customer service orientation with the ability to empathize and communicate clearly with L1 and L2 support agents.
Communication: Excellent verbal and written communication skills, with the ability to explain complex technical concepts to non-technical users.
Problem-Solving: Proven ability to analyze and resolve technical problems creatively and effectively.
Adaptability: Comfortable working in a hybrid environment, with the flexibility to switch between remote and on-site work as needed.
Bonus: Experience with other eCommerce platforms and solutions, such as Faire, Shopify, and QuickBooks.