Product Support Specialist

For more than 30 years, ECI Software Solutions has been providing industry-specific, cloud-based business management software and services to small and medium-sized businesses.

With divisions focused on manufacturing, wholesale / retail distribution, building and construction, and field service, ECI's solutions integrate into every aspect of a customers' business to help them level the playing field, run day-to-day operations more efficiently, and free them up to focus on what matters most.

It’s how business gets done. Who is ECI? At ECI, our mission is to enable the entrepreneurial spirit of small and medium-sized business owners.

But ECI doesn’t simply deliver amazing software solutions; we also have an award-winning company culture.

• We offer competitive benefits focused on employee well-being, including paid volunteer time off!
• We have been named by Achievers on its prestigious 50 Most Engaged Companies To Work For list for the last five years.
• We have received international recognition for our high levels of employee engagement through Certification as a Great Place to Work six years in a row.
• Our culture of creativity, innovation, and leadership has garnered over a dozen International Business Awards (Stevie®).

Come join a worldwide team with a strong culture of inclusion, professional development, and collaboration. To apply for this position, please attach a detailed resume that demonstrates your qualifications and skill set pertaining to this position.

Applications without a resume will not be considered.

As an EvolutionX Support Specialist for our team, you will be supporting small to enterprise entrepreneurs using our eCommerce solutions.

This position will be responsible for providing exceptional technical assistance and customer support to users of our platform.

You will serve as the primary point of contact for addressing customer inquiries, troubleshooting issues, and ensuring a seamless user experience.

This role requires a combination of technical expertise, excellent communication skills, and a customer-centric approach to problem-solving.

We are searching for an outgoing, energetic, and motivated customer support professional to join our team!

The Technical Support Specialist is responsible for being a knowledgeable resource to others in the organization by providing guidance and support, as well as timely resolution to issues escalated to them from the customers / partners.

They are also responsible for engaging with Product Management and Development on resolution of software defects, product enhancement requests, and Support Readiness.

The Support Specialist will :

• Act as a Subject Matter Expert for products they support, with deep technical knowledge of the applications and supporting software products.
• Diagnose and verify system issues as it relates to the supported product.
• Serve as an escalation point for other members of the support team to diagnose and resolve complex issues.
• Document and confirm suspected software defects and product requests. Provide detailed test cases and results to the DevOps team for resolution.
• Act as a technical and knowledge resource for internal teams such as DevOps, Product Management, and Professional Services.
• Act as liaison to other internal teams and advocate for customer product concerns. Participate in different types of development meetings and provide input and prioritization of reporting defects and enhancement requests.

Address supportability concerns related to product functionality.

• Act as the Support Readiness facilitator including arranging appropriate training, documentation, and other support preparedness activities.
• Review top causes of customer issues and recommend changes to product, training, and support offerings.
• Technical documentation resource and reviewer of Knowledge Base articles and documentation.
• Work self-sufficiently, requiring little direction.

Duties and Responsibilities :

• Act as a technical reference and liaison for the Customer, Partner, DevOps and Website Design Teams.
• Experience with B2B eCommerce or ERP software products required.
• Investigate complex issues involving code, data, or environmental components.
• Strong troubleshooting skills with ability to find solutions.
• Strong excel skills.
• Review and contribute to the Knowledge Base articles.
• Provide timely follow-up to customers.
• Provide thorough and complete Intercom back-office updates and documentation of customer issues.
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
• Stay current on evolving product functionality and new releases.
• Knowledge of web technologies required.
• An outgoing personality that enjoys working with customers and solving problems.
• Excellent communication skills with a focus on delivering world-class customer satisfaction.
• Provide thought leadership on continuous improvement of our customer experiences.
• Clear written and verbal communication skills with excellent follow-up.

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