Job Description

: Overview:
As part of our Customer Success organization, the Technical Support Executive is critical to help assure the overall success and satisfaction of customers in utilizing solutions in the TraceLink digital network.
This role requires a unique combination of skills including strong written and verbal communications, problem handling, problem solving, technical acumen, and administration to be successful. The target candidate will have experience working with web applications, monitoring and responding to customer inquiries, managing customer data, and troubleshooting and solving customer issues. In this position you will have the opportunity to move into our Global Technical Support team (when positions are available) once you have completed the required training and achieved certification in the designated topics.
Responsibilities:

• Review and respond to all incoming customer communications professionally and with a \xe2\x80\x9csmile\xe2\x80\x9d
• Strong problem analysis skills and ability to work in a fast-paced, high demand work environment
• Ability to adjust with varying workload and self manage assigned tasks
• Follow up on customer communications with request for additional information
• Must be detailed oriented \xe2\x80\x93 with strong attention to accuracy and problem solving
• Work closely with Primary Technical Support team/Cross functional teams to provide solution to customers in an efficient manner and ensure the highest level of customer satisfaction
• Resolve and/or route issues based on documented operating procedures
• Collaborate with Tier1/cross functional teams for ad hoc tasks
• Liaise/support inter-department requirements to increase service level to our customers
• Share lessons learned and outside experiences regarding technologies, tools, and processes/best practices
• Flexible and goes the extra mile to provide coverage during team absence
• Provide feedback and recommendations to improve operations
• A willingness to learn new technologies
• Send Daily, Weekly and Monthly productivity reports to reporting Manager

• Previous work experience in supporting SaaS applications
• Strong, customer-friendly communication, attitude, and passion
• The ability to produce well-written technical documents/playbooks and proactively share updates received from cross functional teams.
• Supply Chain familiarity is a plus
• Excellent verbal and written communication skills and ability to be assertive
• Highly customer focused and very responsive
• Can do, get it done attitude
• Ability to follow operational processes
• Degree in BSC IT, BE/BTech Computer Science or something similar
• 2-3 years working experience as a Customer Support Representative
• Ready to work in a 24X5 and eventually a 24X7 work environment
• Technical Skills: Linux/Unix Troubleshooting, Data parsing, Reading logs, XML, good understanding of Database SQL, Excel/CSV
• Working knowledge of SalesForce/Service Cloud,
• Familiarity with Jira and Confluence a plus
• Good to have skills:
  • Bash/Shell scripting
  • EDI
  • Java scripting
  • ServiceNow
  • Secure CRT
  • NOSQL