Technical Support Engineer II

About Us:

Advantive is a leading provider of purpose-built software for specialty manufacturing and distribution businesses that streamline processes, optimize operations visibility and throughput, and drive improved quality, profitability and revenue growth. Deeply embedded in our customers’ businesses, Advantive’s software solutions add value along the full manufacturing and distribution lifecycle.

Our customers, who include corrugated and packaging manufacturers, equipment and supply wholesale distributors, and automotive and other specialty manufacturers, benefit from our solutions that have been honed over decades in the marketplace. We know our customers’ businesses intimately and deliver software to address their needs.

We are committed to delivering exceptional customer service and technical support to our customers, and are looking for a self-directed, customer obsessed Support Engineer I to join our dynamic and growing team.

 

Job Summary:

As a Support Engineer II (SE II), you will become the first point of contact for our customers seeking technical assistance within Advantive across multiple product lines. You will provide support through various channels, including phone, email and our support portal. Your primary responsibility will be to diagnose and resolve technical issues and escalate more complex technical concerns to Development or other cross-functional partners, ensuring customer satisfaction and maintaining world-class service standards.

As an SE II, you must be professional, solution-oriented, and driven to uncover the root cause of any given problem. You will be able to quickly analyze the situation, identify the solution, and make clear and informed recommendations to peers, cross-functional groups and leadership. You will be able to demonstrate superb communication, organization, and time management skills, and be able to effectively handle several diverse and complex problems at the same time.

Key Responsibilities:

o   Provide assistance and resolve customer inquiries for proprietary Advantive enterprise products.

o   Diagnose, troubleshoot and monitor open support tickets to resolution where possible, and utilizing solid troubleshooting methodologies, escalate complex issues to Development or other cross-functional teams as required.

o   Communicate effectively with clients throughout the ticket process, and when their support ticket has been resolved.

o   Resolve basic to mid-level technical issues ranging from general software questions to advanced API or 3rd party integrations.

o   Respond to new messages in the help center (powered by Salesforce) and answer incoming support tickets in a timely fashion.

o   Create new knowledge center articles & tutorials to assist customers and other support engineers.

o   Serve as a day-to-day contact for customers, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting a playbook for success.

o   Facilitate interaction and workflow between project team members, including third-party service providers, to ensure deliverables are on time.

o   Act as a Mentor and guide for Support Engineer I or other team members/partners who need assistance.

Required Skills and Qualifications

o   2 years or more of technical support experience working with Enterprise customers

o   Strong verbal and written communication skills and ability to manage time effectively

o   Analytical and process-oriented mindset, ability to collect and interpret data from various sources

o   Troubleshooting skills to analyze, translate and resolve software inquires

o   Comfortable working across multiple departments in a deadline-driven environment

o   Active team player, self-starter, and multitasker who can quickly adjust priorities

o   Solutions-oriented with strong attention to detail

o   Coachable and adaptable. Accepts and embraces feedback to support growth and agile with change.

o   Friendly, patient, and always willing to help and go above and beyond to ensure customer happiness.

 

Additional Skills and Qualifications Considered

o   Training and experience with accounting concepts and practices

o   Experienced in Manufacturing, Distribution and Quality technologies

o   Familiarity with JavaScript/SQL, AWS Cloudwatch, CRM and ERP systems

o   General Ledger and Daily Register reconciliation

o   Experience using Comsense preferred

o   Experience in construction supply or management with exposure to industry-related software preferred

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Last updated on Oct 2, 2024