Tier 1 Support Engineer

At Extensiv, our support engineers are the heart and soul of our business. We care

deeply about our customers and consistently go above and beyond to help. Our fast-growing customer

base relies heavily on our ability to be present and helpful 24/7. We utilize phone, email, and chat

vectors to solve our customers issues or escalate them to the proper party inside of a multi-tiered

organization.



Key Responsibilities

Frontline technical software support in a mixed email, phone, and/or

chat environment

Troubleshoot, test, and resolve technical and configuration issues

Educate customers on use of the software and best practices

Reproduce, analyze, and escalate software and platform defects

Serves as the liaison between Extensiv and our customers

Understand 3PL warehouse clients business objectives act accordingly

Maintain regular clear updates with our customers until resolution

Available on rotation for 24/7 on-call escalations for critical issues



Compliance with

organizations values, policies,

and standards, and ensure

compliance with all local

Statutory Requirements

Complies with all local legislative requirements.

Adheres to company policies and core values

Where appropriate keeps up to date with legislative requirements.

Acts in an ethical way when dealing with company assets and other people.

Key Requirements

Experience:

2+ years of experience in technical support and/or customer facing roles

Experience related to software, e-commerce, or warehousing

Skills

Amazing people skills with a zeal to work with customers

Personal Attributes

Confidence with technical troubleshooting and problem-solving

Fantastic oral and written communication

Thrive in a fast paced, constantly evolving, team environment

Bonus Points If You Have

Working knowledge of Supply Chain and Warehouse Management Systems

Experience with SaaS support

Basic knowledge of SQL, SOAP APIs, REST APIs, and/or EDI