Responsible for the platform stability, an internal escalation point for an enterprise Ecommerce SaaS platform, improving service level and processes, collaborating with internal business owners and the R&D teams as well as the product and operational teams.
Utilize knowledge and expertise to research and resolve issues in a timely manner and ensure customer's satisfaction; provides collaboration, communication, and coordination with internal team, clients, project managers, project leads, and/or contractors.
Uphold high standards for timely issue resolution; contribute expertise to the management of existing and new IT products and services; define workarounds for known errors and initiate process improvements.
Proactively monitor the company applications to capture potential issues (e.g. alerts, performance) before they occur. Keep clients updated with any issues with the Software. Ensure Clients are provided with Upgrades, patches and/or service packs as required.
The IT Support Engineer must have an excellent understanding of computers (both hardware and software) and a demonstrated willingness to learn and apply new technology. They must possess superior technical aptitude, written and oral communications skills and the ability to deal effectively with people in a wide variety of situations.
Experience with administering Remedy (on-premise) as well as cloud hosted offering (Remedy OnDemand); configuration and administration of optional services such as Analytics, Digital workplace, Virtual Chat and Client Management.
This includes creating and fine-tuning integration health monitors, managing the support ticketing system, escalation process and adherence to slas, leading ad-hoc tasks and projects, and interacting with clients to assist with their ongoing support needs.
Utilize knowledge and expertise to research and resolve issues in a timely manner and ensure customers satisfaction; provides collaboration, communication, and coordination with internal team, clients, project managers, project leads, and/or contractors.