Wynshop

Technical Support Engineer, L2

Wynshop

contract

Posted on:

Location: 🇧🇬 Bulgaria

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Job Level

JuniorMid-Level

Tech Stack

Cloud

About the role

  • Complete product knowledge to educate and support our clients’ business needs using Wynshop
  • Provide high-quality technical support to customers across the globe through various channels, including telephone interactions, emails, or our incident tracking system, in order to resolve client-reported issues.
  • Gather the required information necessary in order to best handle customer software and technical inquiries to make an accurate initial diagnosis.
  • Manage customer expectations regarding estimated response times for issue resolution.
  • Meet SLA response and resolution times
  • Perform problem analysis and isolate problems of minimal to moderate complexity, with general instruction and oversight from team leads and/or management.
  • Extensively research and document customer technical issues.
  • Document solutions for the knowledge base
  • Collaborate with the R&D and Cloud Teams while remaining the primary contact for the customer for Emergency Incidents.
  • Partner with Technical Support team members on various strategic projects as needed.
  • Providing after-hours emergency support assistance to customers on a rotating basis with other customer support team members.
  • Team rotation to cover support needs on evenings, weekends, and holidays as needed.
  • Effectively manage assigned work remotely

Requirements

  • Bachelor\'s Degree or two years of related experience
  • Two years of experience in a customer service role
  • Experience with programming languages and relational databases
  • Excellent communication and interpersonal skills
  • Excellent problem-solving and troubleshooting skills
  • Strong analytical and critical thinking skills
  • Proficiency in troubleshooting software, hardware, and database platforms
  • Proficient with Microsoft Office
  • Nice to Have Prior experience working in the retail or grocery industry
  • Familiarity with APIs
  • Conceptual understanding of Content Management Systems
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