Job Description
Job Description / What you'll do:
- Working in a global team of technical support engineers, collaborating with colleagues in multiple time zones to provide best-in-class support services
- Acting as Level 2 point of contact for the business supporting a number of business-critical services and applications
- Prioritizing and resolving day-to-day systems issues and customer requests
- Effectively managing client expectations and escalating when appropriate
- Ensuring quality of case handling, paying particular attention to communication, timely responses, and specific care for sensitive customers
- Troubleshoot and resolve all assigned incidents for the Tradshift Platform according to established KPIs
- Use the available tools to investigate customer cases raised in our ticketing system (investigations regarding API calls, databases, web traffic logs, various XML formatted business documents)
- Striving to become a subject matter expert within your team, constantly learning and expanding your knowledge of the Tradeshift platform and solutions.
- Monitoring the customer experience of accounts on Tradeshift and ensure they can access and fully always utilize the platform
- Continuously find ways to improve and streamline the support function and user experience
