Our US Partner Client is the fastest-growing SaaS solution in the third-party logistics market. Keeping up with the massive increase in online retail activity from companies like Amazon, Shopify, Target, and the growth in supply chain logistics can be challenging for warehouses. Born within an active 3PL warehouse, they are the first cloud-based warehouse management platform to better serve customers and increase warehouse efficiencies to grow their businesses. They pride themselves on understanding and delivering best practices and excellence to 3PLs and their customers.
The Tier1 Support Engineer shall provide immediate phone, email, and chat vectors to solve customers' issues or escalate them to the proper party inside of a multi-tiered organization.
This is a full-time role, on a US shift and on an Onsite (Ortigas/Cebu) work set-up. If you have the right skill set, this may be your opportunity to enter this fast-growing organization.
DUTIES AND 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 the use of the software and best practices
Reproduce, analyze, and escalate software and platform defects
Understand 3PL warehouse clients' business objectives and act accordingly
Maintain regular clear updates with our customers until resolution
Available on rotation for 24/7 on-call escalations for critical issues
QUALIFICATIONS:
2+ years of experience in technical support and/or customer-facing roles
Experience related to software, e-commerce, or warehousing
Confidence with technical troubleshooting and problem-solving
Fantastic oral and written communication
Amazing people skills with a zeal to work with customers
Thrive in a fast-paced, constantly evolving, team environment
NICE TO HAVE SKILLS:
Working knowledge of Supply Chain and Warehouse Management Systems
Experience with SaaS support
Basic knowledge of SQL, SOAP APIs, REST APIs, and/or EDI
WHAT'S IN IT FOR YOU?
Full-time permanent position
Competitive compensation package and benefits
Be part of a dynamic US Team
13th-month pay
Paid Leaves, commutable to cash
Health insurance with dental coverage
Personal development and training opportunities
Government-mandated benefits (SSS, Phil health, Pag Ibig, Maternity or Paternity leave benefit, Solo Parent Leave, Bereavement leave etc.)
Employee engagement activities, team outings, sports activities, and events
Job Types: Full-time, Permanent
Benefits:
Company events
Health insurance
On-site parking
Opportunities for promotion
Schedule:
8 hour shift
Evening shift
Monday to Friday
Night shift
Supplemental Pay:
13th month salary
Application Question(s):
Selected candidates will be working onsite and US shift. Are you amenable to this set-up?
How many years of relevant experience in technical support do you have?
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