Senior Customer Technical Support Engineer
hace 3 meses
**The Opportunity**:
Our purpose is clear: to create meaningful moments between people and the brands they love. We empower brands to expand their global reach to over 260 countries, ensuring simple and seamless e-commerce experiences for consumers worldwide. Through our comprehensive integration solutions, we provide a complete international checkout experience, covering local duties, taxes, fulfillment, delivery management, global returns, and payment processing.
As part of the Customer Technical Support (CTS) team, the Senior CTS Engineer will triage tickets and partner with retailers to tackle issues and close tickets as quickly and efficiently as possible. Cross team collaboration will be required for some requests, and the Senior CTS Engineer will assign actions to the relevant team and track them to closure, whilst providing continuous updates to the retailer.
You will contribute to the smooth running of the CTS team, ensuring proactive responses to our retailers, whilst enabling our level 2 team to get to the root cause and resolution of retailer tickets.
**Responsibilities**:
- Perform first pass triage on all tickets requests and queries raised by retailers or on behalf of retailers and provide Level 1 support.
- Manage retailer expectations and Service Level Agreements as per our contractual and internal agreements.
- Produce and develop our weekly and monthly Service Review reporting.
- Generate dashboard reports to show delivery against performance metrics.
- Set up internal meetings between cross-functional teams to ensure timely resolution of issues and tickets.
- Identify implement new processes where needed and adhere to current processes and procedures.
- Manage internal technical calls where required to ensure understanding of all going activities.
- Resolve specific ticket types directly, in line with agreed processes and procedures.
- Proactively review tickets to identify trends and promote or escalate the issues and resolutions to the management team/cross functional teams as required.
**Requirements**:
- Solid experience in a technical support role and proven experience of managing a high volume of technical tickets and requests.
- Degree level education or equivalent proven experience.
- Confident and pro-active individual that is not afraid to speak up and ask the hard questions with the ability to both, provide and receive constructive feedback.
- Excellent communication skills - Ensuring that every interaction with internal and external stakeholders is managed to the highest levels of professionalism, exhibiting a consistently strong customer centric approach, whilst maintaining one eye on the commercial & brand impacts of decisions made for ESW & retailer partners.
- Work to a consistently high level of accuracy, and proven data driven decision maker.
- Proficient in MS Office (PowerPoint, Excel and Word)
- ITIL (Information Technology Infrastructure Library) Certification preferable
- Proven track record of working creatively and analytically, happy to solve problems and suggest fixes and solutions.
- Self-motivated - personal drive and enthusiasm to continually improve and provide best in class service to our retailers.
**What's on offer?**:
- **Competitive salary and benefits**: Your financial well being is important to us. Join ESW and experience the satisfaction of being rewarded for your hard work, dedication and commitment.
- **Professional and personal development**: Find your spark and leave your mark. We will ensure your talent is nurtured and cultivated for growth and success throughout your career with ESW.
- **Hybrid Working**: Our Hybrid Working Model empowers you to embrace the flexibility of hybrid working and enjoy the best of office and remote work.
- **Diversity, Belonging & Inclusion**: When we win, we win together. You'll be part of a culture that values every individual for who they are, fostering an environment where uniqueness is encouraged.
ESW is an equal opportunity employer, and we're proud of our ongoing efforts to foster diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at ESW are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law.
LI-hybrid
**About us**:
ESW is the leading global and domestic direct-to-consumer (DTC) ecommerce company, empowering the world's best-loved brands to create safer, simpler and faster shopping experiences for consumers all around the globe. ESW acquired Scalefast in June 2022, and the combined 1,300 person organization offers brands and retailers a complete portfolio of technology and services that cost-effectively support any stage of company's development.
From compliance, data security, fraud protection, taxes and tariffs to demand gen
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