Tier 1 Support Engineer

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.  

The Role:  

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.  

Duties and Responsibilities:  

• Take and respond to customer to live queries in a timely and accurate way, via phone, email, or 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 

Qualifications:  

• At least 3-5 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 

• Jira/Atlassian/Confluence/Salesforce experience is a bonus 

About Us:  

We look for team players/authentic people that strive for excellence and aren’t afraid to be themselves while they do it — because that’s what special teams are made of. If you’re ready to make an impact, take on responsibility, and be a part of our team, then apply to join our team. Our promise is to enable and equip you for long term success, all while being surrounded by good people looking to do amazing work. 

To create the highest-performing team of professionals, Extensiv focuses on recruiting a dynamic, diverse, and inclusive team that represents our customers and greater communities. To increase diversity, Extensiv’s recruiting and hiring efforts focus on attracting individuals that are diverse in thought, experience, age, race, ethnicity, gender identity, sexual orientation, religion or belief, nationality, disability, veteran status, and any other protected status.  

 Teams at Extensiv are expected to empower, engage, and hold their peers accountable for nurturing an inclusive environment where every individual has an equal opportunity to advance and be fairly compensated for their work. Extensiv strives to provide competitive market-informed compensation based on a candidate's knowledge, skills, and experience. The salary range for this position is $65,000 -$80,000. Exact compensation may vary based on skills, experience, and location. 

Extensiv does not accept unsolicited resumes from recruitment agencies or search firms and is not responsible for any fees related to unsolicited resumes. 

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