We’re looking for a Technical Support Engineer to join our growing team at dotdigital.
Our Technical Support team provides 3rd line support to customers using advanced Engagement Cloud functionality and integrations with 3rd party technologies. You’ll be solving integration issues with Magento, Salesforce, MS Dynamics, Shopify and BigCommerce(there’s many more too). You’ll become a dotdigital product expert and receive escalated tickets from our Product Support Team(1st/2nd line). You’ll provide the last line of support, ensuring all issues have been fully investigated, and where necessary raised as bugs for our in-house Development Team to fix.
As a Technical Support Engineer, you’ll be required to have an extensive understanding of all dotdigital functionality with specialisms in dedicated areas, making you the go to person for these types of issues.
You must have a fantastic customer focused approach, including the ability to satisfy high profile/VIP customers, understand their requirements, deliver the right solution and keep them in the loop along the way.
Provide reactive support via LiveChat, telephone and email, ensuring all interactions are recorded in our support ticketing system(Zendesk)
Take ownership for escalated issues from our 1st/2nd line support teams, ensuring full investigation and where necessary raising bugs for the Development Team to fix
Prioritize and categorize tickets, making sure issues are clearly documented
Manage your own ticket queue and ensuring adherence to our support SLAs
Be a subject matter expert in key dotdigital integrations – specifically Magento, Salesforce, MS Dynamics and our API
Conduct technical configurations for dotdigital‘integration’ customers and support our Professional Services Team with other technical items during implementation
Assist in the QA and UAT processes for new feature releases
Mentor, train and assist with the development of your colleagues to help them fulfill their potential
Craft customer facing help centre articles and internal documentation
Provide constructive product feedback to Management Team and/or Product Management to support product enhancements
Suggest improvements to processes to streamline our services and gain efficiencies.
Key experience and skills:
Previous experience in a pre or post sales technical support role
Experience in working with software integrations – specifically Magento, Salesforce MS Dynamics or Shopify
Previous experience within ecommerce and/or CRM roles
Experience in consuming and working with web services(SOAP and REST)
Great communication skills, oral and written
A true‘people person’ with an awesome approach to customer service
Awesome time management and work prioritization skills
Natural talent for learning new technologies quickly and easily.