Offer summary

Qualifications:

2+ years of technical support experience with Enterprise customers, Proficient in English and Hebrew, Strong troubleshooting skills for database issues, Experience in E-Commerce environments and familiarity with JavaScript/SQL..

Key responsabilities:

Diagnose and troubleshoot support tickets to resolution using solid methodologies.

Communicate effectively with clients and teammates via email, chat, and phone.

Collaborate on knowledge center articles and tutorials for customer assistance.

Mentor and guide junior Support Engineers and team members.

Job description

On behalf of Pepperi (Advantive Group), SD Solutions is looking for a talented Support Engineer.

As a Support Engineer, you provide technical expertise within the Pepperi (Advantive Group) support team. You are a specialist in your area and are accountable for assisting with or taking over complex support cases problems to computer software. You are responsible for research and development of resolutions to new and emerging issues. Our Support Engineer team is fully remote, and you will provide support through various channels, including phone, email and our support portal. Your primary responsibility will be to research software errors and process issues, and to escalate more complex technical concerns to Development or level III engineers once vetted, ensuring customer satisfaction and maintaining world-class service standards.

As a Support Engineer, you must be professional, solution-oriented, and driven to uncover the root cause of any given problem. You will be able to quickly analyze the situation, identify the solution, and make clear and informed recommendations to peers, cross-functional groups and leadership. You will be able to demonstrate superb communication, organization, and time management skills, and be able to effectively handle several diverse and complex problems at the same time.

SD Solutions is a staffing company operating globally. Contact us to get more details about the benefits we offer.

Responsibilities:

Diagnose, troubleshoot and monitor open support tickets to resolution where possible, and utilizing solid troubleshooting methodologies.
Communicate effectively with clients and teammates throughout the ticket process via various channels such as email, chat and phone.
Respond to new messages in the help center (powered by Salesforce) and answer incoming support cases in a timely fashion.
Collaborate new knowledge center articles & tutorials to assist customers and other support engineers.
Facilitate interaction and workflow between project team members, including third-party service providers, to ensure deliverables are on time.
Act as a Mentor and guide for Support Engineer I or other team members/partners who need assistance.

Requirements:

2 years or more of technical support experience working with Enterprise customers
Proficient in both English and Hebrew languages
Must be capable of troubleshooting common database issues.
Experience in E-Commerce environments, setup and configuration
Strong verbal and written communication skills and ability to manage time effectively
Analytical and process-oriented mindset, ability to collect and interpret data from various sources
Troubleshooting skills to analyze, translate and resolve software inquires
Comfortable working across multiple departments in a deadline-driven environment
Active team player, self-starter, and multitasker who can quickly adjust priorities
Solutions-oriented with strong attention to detail
Coachable and adaptable. Accepts and embraces feedback to support growth and align with change.
Friendly, patient, and always willing to help and go above and beyond to ensure customer happiness.
Flexible work schedule when necessary

Additional Skills and Qualifications Considered

Familiarity with JavaScript/SQL, AWS Cloudwatch, CRM and ERP systems
Experience with Pepperi software highly desired
Comprehensive skills with Java Databases: Experience working with relational databases (MySQL, PostgreSQL) and writing SQL queries.

About the company:

Pepperi (Advantive Group) is a leading omnichannel B2B sales platform. With 1000+ customers in over 65 countries, Pepperi provides consumer goods and brand manufacturers, distributors, and wholesalers with a comprehensive solution to increase sales figures, reduce inefficient processes, and speed up operations.

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