Tier 1 Support Engineer

Extensiv•American Fork, UT

10d•Hybrid

About The Position

Extensiv 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, Extensiv built the first cloud-based warehouse management platform to better serve customers and increase warehouse efficiencies to grow their businesses. We pride ourselves on understanding and delivering best practices and excellence to 3PLs and their customers. Are you passionate about providing top-notch technical support and ensuring customer satisfaction? We are looking for a Tier 1 Support Engineer to be the first point of contact for our customers, assisting them with inquiries, troubleshooting technical issues, and delivering timely solutions. In this role, you will engage with customers via phone, email, and chat, ensuring a seamless experience while maintaining accurate records and escalating concerns when necessary.

Requirements

At least 1-3 years of relevant experience in Customer Service and Tech Support for eCommerce Accounts (for a seller or sales channel like Amazon, Shopify, Walmart, or eBay)
Knows how to read logs, understand query and backend technicalities
Familiarity with Order Management Software, Shipment Tracking systems, etc.
Experience using help desk software and remote support tools
Must have strong problem-solving skills, learning skills, and multitasking skills
Solid Customer Service experience (inbound and outbound calls, live chats, and emails)
Excellent English communication skills are a must (both oral and written)
Experience in taking both inbound and outbound calls, technical support, troubleshooting, and live chats/email support
Competency with Microsoft Office is required
Willingness to work in our Sandy, UT office on a hybrid schedule

Nice To Haves

Jira/Atlassian/Confluence/Salesforce experience is a bonus

Responsibilities

Take and respond to customer live queries in a timely and accurate way, via phone, email, and chat
Identify customer needs, analyze situations, and formulate timely solutions to their issues to retain customer satisfaction
Update internal databases with information about technical issues and useful discussions with customers
Monitor customer complaints on all communication platforms to be able to address complaints accordingly
Follow up with customers to ensure their technical issues are resolved
Escalate customer concerns promptly as the need arises
Take notes and file logs on each customer's queries to maintain a record of each call, ensuring all issues and requests are addressed in the long term