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Senior Technical Support Analyst (Digital Commerce)

Due to high global demand for our products, Experlogix is seeking a Senior Technical Support Analyst to join our Digital Commerce team in Drogheda, Ireland. You report to the Support & Operations Manager and also are a part of a global support team that spans Ireland, The Netherlands, Belgium, USA and Canada.

Location: Drogheda, Ireland

Type: Full time, Office based (option for hybrid role post induction)

Reporting to: Support & Operations Manager 

As a Senior Support Analyst, you will join our dedicated customer support team committed to delivering exceptional product support to our fast-growing global client base. You will span level 1 and level 2 support to resolve and/or troubleshoot customer issues. You will gain a deep knowledge of our product use that knowledge to triage customer issues, advise customers on resolution and recreate/report potential product bugs to our engineering teams.

Demand for B2B eCommerce continues to rapidly grow globally. It is a fast moving, complex and constantly evolving space where our products have a hugely significant impact for our customers and help them be successful in a multi-channel, digital world. We are seeking a passionate, self-driven person to understand and deliver maximum value for our customers and by extension capture value for us as a company.

 

Responsibilities

  • Offer responsive and comprehensive office hours support to our B2B E-Commerce customers across Europe.
  • Learn and stay up to date on the features, operation, and tooling of our products.
  • Apply fundamental troubleshooting skills and technical expertise. Conduct in-depth analysis and resolution of product-related issues.
  • Assist customers via phone, email, or ticket system, offering technical and business guidance on our products.
  • Meet and maintain agreed service level agreement customer targets
  • Shape, report on and meet team goals and metrics.
  • Document cases and resolutions clearly in the Freshdesk system, taking ownership of critical cases when necessary. 
  • Manage ticket progress, status and reporting parameters in Freshdesk to ensure all the integrity of the data for management is maintained
  • Share your expertise and knowledge with the wider team.
  • Work independently with minimal supervision.

What you bring

  • Over 3 years of experience in a customer support role
  • Relevant experience in technical support and troubleshooting of SaaS and/or eCommerce software.
  • Ability to comprehend technical issues and apply technical concepts.
  • Excellent written and verbal communication skills.
  • Experience in establishing and maintaining positive relationships with customers and suppliers including adapting to the customer's communication style and de-escalating stressful situations.
  • Proven troubleshooting abilities; you love understanding how products work at a technical level and are confident with ftp,log analysis, database queries, etc.
  • You have knowledge of common eCommerce and Content Management Systems.
  • Great collaboration & communication with team members.
  • Ambition to grow technically and lead others within a fast-moving product company.

Qualifications & Skills

  • BS degree or Diploma in Computer Science, Engineering, or relevant experience
  • Familiarity with common support and troubleshooting tools e.g. Zendesk/Freshdesk, Jira/Confluence, ftp, SOAP UI, etc.
  • Experience of B2B SaaS Software or eCommerce troubleshooting is advantageous.

Location

You will work remotely and in our Ireland office in Drogheda in a hybrid and flexible setup.   You report to the Product Manager for Digital Commerce and work within a global team of talented Product Specialists, Product Owners, Technical Writers, Architects, UX Specialists and Engineering Teams that span our three main product lines.

How to Apply

If you are interested in joining our product team, please send us your CV and a cover email to gcarr@experlogix.com

Please Note: We hire great people, not just great qualifications! So, tell us in the cover note what you are passionate about, what you do outside of work and why you feel you are the best candidate for this position!