Tier 1 Support Engineer for Ecommerce

2 weeks ago


Cebu City, Central Visayas, Philippines Tahche Outsourcing Services Inc Full time
About the job Tier 1 Support Engineer for Ecommerce

Our US Partner Client is a visionary technology leader focused on creating the future of omnichannel fulfillment. Through their unrivaled network of more than 2,000 connected 3PLs and a suite of integrated, cloud-native warehouse, order, and inventory management platforms they allow modern merchants and brands to fulfill demand anywhere with superior flexibility and scale without painful platform migrations.

As a Tier1 Support Engineer, you are responsible for responding to customer inquiries regarding service orders through phone, live chats, and e-mails. You must be able to document customers problems and inputs in the ticketing system and ensure prompt and proper resolution of customer queries and concerns by providing additional information to provide solutions according to the proper process.

This is a full-time role, on a US shift and on an Onsite (Cebu-based) work set-up.

If you have the right skill set, this may be your opportunity to enter this fast-growing organization.

DUTIES AND RESPONSIBILITIES:

Take and respond to customer to live queries in a timely and accurate way, via phone, email, or chat

Identify customer needs, analyze situations, and formulate timely solutions to their issues to retain customer satisfaction

Update internal databases with information about technical issues and useful discussions with customers

Monitor customer complaints on all communication platforms to be able to address complaints accordingly

Follow up with customers to ensure their technical issues are resolved

Escalate customer concerns promptly as the need arises

Take notes and file logs on each customer's queries to maintain a record of each call, ensuring all issues and requests are addressed in the long term

QUALIFICATIONS:

At least 3-5 years of relevant experience in Customer Service and Tech Support for eCommerce Accounts (for a seller or sales channel like Amazon, Shopify, Walmart, or eBay)

Knows how to read logs, understand query and backend technicalities

Familiarity with Order Management Software/s, Shipment Tracking systems, and such

Experience using help desk software and remote support tools

Must have strong problem-solving skills, learning skills, and multitasking skills

Solid Customer Service experience (inbound and outbound calls, live chats, and emails)

Excellent English communication skills are a must (both oral and written)

With previous experience in taking both inbound and outbound calls, technical support,

troubleshooting, and live chats/email support

Competency with Microsoft Office is required

Competency with Jira/Atlassian/Confluence/Salesforce is a bonus

WHATS IN IT FOR YOU?

Competitive compensation package and benefits

Be part of a dynamic US Team

13th-month pay

Paid Leaves, commutable to cash

Health insurance with dental coverage

Personal development and training opportunities

Government-mandated benefits (SSS, Phil health, Pag Ibig, Maternity or Paternity leave benefit, Solo Parent Leave, Bereavement leave etc.)

Employee engagement activities, team outings, sports activities, and events

(Offer package will be based on level of expertise)

Follow us on our official social media platforms and be updated with the latest news and hirings

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