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Customer Support Analyst

Customer Support Analyst

ID 
1809
# Positions 
1
Location 
MD-Chisinau
Experience (Years) 
..
Category 
Digital Services

More information about this job

Overview

Tacit Knowledge is a global software company specializing in e-Commerce. Our team is comprised of seasoned consultants and platform support staff who use automated infrastructure provisioning techniques, resulting in projects that are more efficient and systems that are more reliable and performant.

 

Tacit is looking to grow our customer handling and customer relations practices. We're seeking intelligent, passionate people who have a solid, basic understanding of the technical infrastructure dynamics of e-commerce systems and a desire to match those well-engineered, durable, and well performing systems to great customer service.  

 

Our culture is innately entrepreneurial because it is comprised of highly talented people who thrive in an atmosphere where ideas, actions and initiative are not only welcome, but encouraged and rewarded.

Responsibilities

As a Customer Support Analyst for Tacit Knowledge, you will be performing the following activities:

  • Communicate: everything a CSA does will be visible to the customer. Communicate primarily in writing with customers, with team members and with management
  • Use a CRM (Customer Relationship Manager) as a primary means of communicating with customers and with team members
  • Own a customer's problem through to resolution
  • First-level triage and solution response for all customer support application (SAP Hybris) issues and monitoring alerts.  Liaise with or escalate to site-ops, dev-ops and project teams as required to resolve issues
  • Follow internal case handling procedures and ensure adherence to SLAs
  • Participate in an on-call rota (will be compensated)
  • Contribute to process and practice improvement
  • Participate, with infrastructure engineers, in keeping customer's e-commerce support systems healthy

 

You'll have an opportunity to support Tacit Knowledge clients and accounts with some international luxury brands, and play a vital role in helping to keep their e-commerce systems serving their own retail customers. You'll be a vital part of helping demonstrate the value our company provides to them through metric software like New Relic. You'll use a Customer Relationship Management system as a core part of your role, along with monitoring software such as Nagios, StatusCake, Pingdom, NewRelic.  You will build your understanding of Linux, network principles and basic database principles to keep their clients, and ours, happy. You'll have a chance to help us better develop our offering to our clients, through customer handling practice improvements and new offerings. You'll support the infrastructure engineers in providing insights and improvement suggestions to make our technical support systems even better.

Qualifications

A successful candidate will:

  • Have strong written English skills, including recognizing the importance of tone and nuance of "voice"
  • Have patience with customers who may be confused, anxious, or simply not understanding what they're being told, or understand the implications of what's being described to them
  • Have a solid understanding of Linux operations and usage from the command line. Knowledge of monitoring principles, network architecture principles and troubleshooting concepts would be a bonus
  • Awareness of, exposure to, experience of eCommerce solutions such as SAP Hybris would be a bonus, but not essential.  You will gain significant exposure to this as part of your day-to-day duties
  • Have a hunger to learn how software applications work, and learning to troubleshoot various e-commerce processes
  • Have a relentless thirst and creative approach to problem solving, ownership of the solution path, an awareness of cultural diversity, a strongly empathic customer-centric service ethic
  • Have strong diagnostic and logic skills
  • Need to be able to work with colleagues in other offices using communication tools

 

If you've been looking to work with a great team of software professionals, this is your chance.

 

If you believe your skills and experience match this position at Tacit Knowledge office please apply here and submit your resume.

 

Tacit Knowledge offers a highly competitive base salary and benefits, including a progressive bonus plan.

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