Customer Service Specialist

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.

Work Timings: 24/7 (Rotational Shifts)

We are looking for talented individuals who are passionate about making a big impact on Customer Experience. The Global Support Consultant will be responsible for delivering high quality Level 1,1.5 & 2 support to the world’s largest Channel Data Management and Supply Chain Operating Network and Multi-Enterprise applications to meet our global customer’s Service Level Agreements and operational requirements. The successful candidate will be adaptable, detail-oriented, organized, have excellent communication (written & verbal), analytical and problem-solving skills.

Responsibilities:

• Part of a team maintaining a 24x7 Global 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 Customer Operations, Customer Success, Cloud Operations, Professional Services, and Product Development in a global environment.
• Provide accurate, valid, and complete information by using the right methods/tools and available resources
• Follow the Incident Management process when a Major Incident is identified or when client requests escalation
• Host Bridge calls for effective coordination, incident resolution, service restoration
• Monitor the entire platform 24/7
• Building analytical reports and dashboards for management reviews
• Conduct customer satisfaction survey internally, do analysis of the response received, plan action plans for improvement and work with team to ensure closure of the plan
• 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 Graduation in Advanced/Higher/Graduate Diploma, Bachelor’s Degree, Post Graduate Diploma, Professional Degree, Computer Science/Information Technology or equivalent and any discipline with a minimum of 1-year work experience in handling international customers, working in Customer facing team. The ideal candidate should have the ability to demonstrate their experience in the following areas.

• Highly motivated and result oriented.
• Excellent written and verbal communication skills
• The candidate should possess good listening skills, and the ability to think quickly, to make a recommendation or solution to the customer's problem
• Candidate must be willing to work on 24/7 rotational shift
• Basic understanding of ITIL, incident and problem management would be an added advantage.
• 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.
• Has shown the ability and willingness to learn new technologies, on own initiative.
• Ability to understand current processes followed within Global support, quickly adapt to it and be able to perform in a short span of time
• Ability to be committed to work in a challenging environment for a longer span.
• Should have exhibited integrity and respect in the current role.

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.