Position Summary:

The Support Analyst is a member of e2open Customer Support Team, responsible for working with e2open customers and resellers to manage and resolve incidents and issues relating to our products and integration tools. Primary activities include issue diagnosis, troubleshooting, and incident management. The Support Analyst will use strong problem-solving skills, combined with excellent communication and customer focus, to maintain high levels of customer satisfaction. e2open support center operates 24/7.

Essential Functions/Responsibilities:

• Respond to contact from customers, resellers, and professional service engineers, via phone, email, and electronic incident submission.
• Effectively interact with customers of all ability levels to understand the customer’s request and rapidly assess severity level.
• Define, research, and resolve customer issues in a timely accurate manner, routing non-technical issues to appropriate Kewill personnel using approved business processes.
• Provides timely updates to the customer, coworkers, and management on the status of outstanding issues.
• Maintain status of issues in the call-tracking system and performs appropriate follow-up on escalated issues.
• Documents complex issue resolutions for both the customer and internal reference, following the appropriate support process.
• Serves as a subject matter expert (SME) and reviewer in the development of documentation and training materials.
• Assists team members with complex issues to gain experience and exposure to more advanced problems.
• Conveys customer feedback to appropriate business areas such as Marketing, Product Management and Development.
• Assist in the training and development of Customer Support Engineer.
• Contribute, review, and maintain knowledge base content on an ongoing basis.

Other Responsibilities:

• Performs other duties as needed
• Participates non-compensated 24x7 call rotation

Required Skills/Experience:

• Ability to perform all functions associated with the Support Engineer position
• Demonstrated successful customer service experience with the ability to manage complex customer issues with calm, comfort, and ease
• Strong troubleshooting and support skills, including the ability to creatively utilize all available resources to satisfy customer
• Ability to take ownership of complex issues/assignments and follow through to completion
• Demonstrates aptitude to prioritize and handle multiple issues simultaneously
• Effective oral and written communication skills
• Strong attention to detail and accuracy
• Ability to work independently in a fast-paced technical environment
• Ability to function and contribute to team environment
• Effective time management and project management skills
• Must be willing to work flexible hours
• Familiarity with shipping automation software, the transportation industry or SCM domain is a plus
• Bachelor’s degree in computer science or related field preferred

Product Knowledge:

• Knowledge in Freight Forwarding, Logistics, Order management and other Domain
• Able to handle L1 and L2 level support
• Knowledge in overall SCM.

Technologies for the Enterprise Products:

• Microsoft Operating Systems
• Microsoft Office Suite
• Internet and networking technologies
• Web Servers (Apache or IIS)
• Databases and database management systems (SQL, MySQL, Oracle

Technologies for the Desktop Products:

• Microsoft Operating Systems
• Microsoft Office Suite
• Internet and networking technologies
• Basic Familiarity with a programming language (VB or C or C++) and HTML or PHP-based web programming
• Databases and database management systems are nice to have but not required

Technologies for the Trade & Logistics Products:

• Microsoft Operating Systems
• Microsoft Office Suite
• Internet and networking technologies
• Basic Knowledge of the following platforms: Alpha RMS, Alpha Oracle, Integrity Oracle, or Unix Oracle