Associate Support Engineer

1 Day ago • All levels • Software Development & Engineering

Job Summary

Job Description

e2open is seeking a passionate Associate Support Engineer to join their team and contribute to exceptional Customer Experience (CX). The role involves providing high-quality Level 2 support for e2open's supply chain platform and multi-enterprise applications, ensuring global customers meet their Service Level Agreements. The successful candidate will work closely with customers and internal teams to resolve incidents and problems, maintain a 24x7 support service, and collaborate with various departments to address critical customer issues efficiently. Responsibilities include documenting customer interactions, updating the knowledge base, meeting Key Performance Indicators (KPIs), and adhering to escalation and production support processes.
Must have:
  • Excellent written and verbal communication skills in English
  • Willingness to work shift hours
  • Logical approach and excellent problem-solving skills
  • Attention to detail and ability to troubleshoot
  • Ability to work in a team and independently
  • Willingness to learn new technologies
Good to have:
  • Basic understanding of ITIL, incident and problem management
  • Basic knowledge of Linux

Job Details

E2open is the connected supply chain platform that enables the world’s largest companies to transform the way they make, move, and sell goods and services. We connect more than 400,000 partners as one multi-enterprise network. Powered by the network, data, and applications, our SaaS platform anticipates disruptions and opportunities to help companies improve efficiency, reduce waste, and operate sustainably. Our employees around the world are focused on delivering enduring value for our clients.

 

We are looking for talented individuals who are passionate about making a big impact on Customer Experience (CX). The Support Engineer will be responsible for delivering high quality Level 2 support to the world’s largest Supply Chain Operating Network and Multi-Enterprise Supply Chain applications to meet our global customers’ Service Level Agreements and operational requirements. The successful candidate will be adaptable, detail-oriented, organized, and have excellent analytical and problem-solving skills.

Job Location: Kuala Lumpur 

Responsibilities:

  • Work closely with our global customers’ Helpdesks and IT on day-to-day incident and problem resolution.
  • Part of a team maintaining a 24x7 Customer Support Services working on incidents from phone calls, emails, and the company proactive monitoring system.
  • Ensure critical customer issues are addressed quickly and effectively by collaborating with Client Experience, Cloud Operations, Professional Services, and Product Development in a global environment.
  • Keep records of customer interactions, recording details of inquiries, comments and complaints, as well as actions taken.
  • Maintain and update knowledge base articles consistently as new knowledge is discovered.
  • Ensure KPIs are met consistently to achieve customer experience excellence.
  • Ensure escalation and production support processes are followed.

Requirements:

  • Candidate must possess at least a Diploma, Advanced/Higher/Graduate Diploma, Bachelor’s Degree, Post Graduate Diploma, Professional Degree, Computer Science/Information Technology or equivalent.
  • Highly motivated and result-oriented fresh graduates are encouraged to apply.
  • Excellent written and verbal communication skills of English
  • Candidate must be willing to work shift hours.
  • Basic understanding of ITIL, incident and problem management would be an added advantage.
  • Basic knowledge on Linux is a plus.
  • Logical approach and excellent problem-solving skills.
  • Attention to detail and ability to troubleshoot and provide feedback and solutions.
  • Must be able to work well both in a team environment and independently under minimal supervision.
  • Ability and willingness to learn new technologies, on own initiative.

 

 

E2open is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.

E2open participates in the E-verify program in certain locations, as required by law.

E2open does not accept unsolicited referrals or resumes from any source other than directly from candidates or preferred vendors. We will not consider unsolicited referrals.

Similar Jobs

Looks like we're out of matches

Set up an alert and we'll send you similar jobs the moment they appear!

Similar Skill Jobs

Looks like we're out of matches

Set up an alert and we'll send you similar jobs the moment they appear!

Jobs in Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Looks like we're out of matches

Set up an alert and we'll send you similar jobs the moment they appear!

Software Development & Engineering Jobs

Looks like we're out of matches

Set up an alert and we'll send you similar jobs the moment they appear!

About The Company

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia (On-Site)

Sofia, Sofia City Province, Bulgaria (Hybrid)

New York, United States (Hybrid)

United States (On-Site)

United States (On-Site)

United States (On-Site)

Pune, Maharashtra, India (On-Site)

Vancouver, British Columbia, Canada (On-Site)

Mountain View, California, United States (Hybrid)

View All Jobs

Get notified when new jobs are added by Microsoft

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug