Support Engineer

Job Description

Do you enjoy solving complex technical issues?  Are you looking for a customer-facing role in a dynamic start-up environment, where you’ll learn all about the online marketing space?

 

Mercent’s Service Delivery Team (SDT) is looking for a great Support Engineer to help our customers using our flagship enterprise software service, Mercent Retail.  Our Support Engineer will resolve customer issues while demonstrating strong customer empathy, responsiveness and reliability. You will also answer questions and conduct proactive monitoring and notification for our customers.

 

This position requires dedication to well-executed teamwork, the demonstrated ability to manage multiple support issues simultaneously, and a passion for customer satisfaction.

 

Successful candidates will use expert customer relationship skills, negotiation and conflict management, research experience, process management expertise, and a deep knowledge of troubleshooting and problem solving to provide complete and timely follow-up and resolution to customer issues.



Key success factors include: Customer management and communication skillsLogical and critical thinking skillsPassion for technology and learningAbility to remain calm and professional during stressful situations

 

Primary Responsibilities

 Provide in-depth technical support for customers and partners via phone and email, while ensuring their satisfaction with Mercent Retail Determine the best approach for resolving technical issues that will yield the desired turn-around time and optimal customer solution while minimizing the impact to the customer.Analyze problems and develop solutions to meet customer needs; review XML files and codeTake a leadership role in engaging and collaborating with other Mercent colleagues to resolve critical, complex issues or engage management as needed on highly sensitive issues. Actively share knowledge with other team members to develop efficient solutions and enhance our support process flowLearn and understand new Mercent Retail features for effective support upon releaseRecord and track issues and effort in our ticketing systemIdentify and report both software bugs and customer suggestionsWrite FAQs and other training content for both internal and customer consumption





Qualifications

 1 year experience troubleshooting complex problems in a technical environment1 year Customer Service experienceExceptional customer interface skills and experience – including solid diplomacy, negotiation, troubleshooting, analysis, and problem solving skills.Exceptional interpersonal skills and the ability to effectively communicate with all team roles (e.g., sales staff, technical engineers, resource managers, etc.) and career levels (e.g., executives, peers, junior-level staff, etc.) Strong oral and written communication skills.Detail-oriented and process-driven, yet able to achieve results and balance with sometimes competing priorities in a fast-paced environment.Proficient with Microsoft Office applicationsFamiliar with Microsoft-based software development (.NET, Windows Server, SQL Server) and Internet-based systems integration (XML, XSD, XSLT, Web Services) technologies

 

Education

 Bachelor’s degree in MIS, Computer Science, related field, or equivalent work experience is required

Company

Founded by veterans of Amazon.com, Mercent provides online marketing technology and services to help retail merchants optimize performance across online channels. Mercent's on-demand platform, Mercent Retail, increases revenue and gross margins by promoting the right products with the right merchandising offers and placement. Mercent Retail provides a single point of integration between existing retail management systems and a network of more than 50 leading online marketing channels including transactional marketplaces such as Amazon.com and SHOP.COM, shopping portals such as Shopping.com and Shopzilla, and affiliate marketing programs such as LinkShare and Performics -- making it easy for merchants to automate, measure, and optimize online product merchandising campaigns through these channels. Mercent customers include 1-800-Flowers, Benefit Cosmetics, REI, GUESS?, Bass Pro Shops, Redcats Group, Celebrate Express, Levenger, and other leading retailers. Mercent is an Amazon.com Certified System Integrator, Buy.com Gold Certified Partner, and SHOP.COM Certified Data Feed Provider. Mercent is a venture-funded company based in Seattle, WA.  For more information, visit www.mercent.com.