Customer Support Engineer
ometria
London, England, United Kingdom
4d ago

Description

Ometria's mission is to help retailers create marketing experiences their customers will love. We understand the challenges that retailers face, and we offer them an innovative solution that provides insights on their customers, and tools to reach them more effectively across numerous channels.

Backed by top VC funds and successful entrepreneurs, and working alongside over a hundred of the fastest growing retailers, we are now looking for a Customer Support Engineer to provide first-

class software support to our customers.

Reporting directly to the Customer Support Director, you will be an ambassador for our Customer Support team and provide 1st and 2nd line technical support and guidance to Ometria customers and staff.

Your responsibilities :

  • Education - you will develop a deep, technical, expert level of knowledge of the Ometria platform.
  • Response and triage - you will be the first point of contact for customer and internal support queries. You will respond to queries over the phone and email within preset SLAs, and using the internal ticketing platform will you accurately classify the nature of the query and the correct escalation path.
  • T1 resolution - you will troubleshoot and resolve T1 support queries within preset SLAs.
  • T2 resolution - you will resolve complex T2 support queries within preset SLAs. This may include investigating queries relating to the Ometria platform, API integration, data sets, HTML templates etc.
  • T3 escalation - where software bugs are identified, you will validate and document the issue and escalate to the Engineering team within preset SLAs.
  • Knowledge base contribution - you will identify common queries and seek to minimise them by creating support documentation.
  • Customer happiness - you will ensure support queries are responded to and resolved in a manner that helps improve our customer happiness scores.
  • About you :

  • Experience and skills 2+ years handling complex T1 and T2 support tickets for enterprise B2B clients Experience using ticket management platforms Experience working with APIs such as Restful HTTP and SOAP Experience producing structured support documentation Experience of working with common data formats such as CSV / XML / JSON using command line tools and or scripts.
  • Experience working with ecommerce technologies (knowledge of Magento and Shopify beneficial) and up to date with the latest industry trends and developments.

    SQL and HTML experience advantageous but not required Working knowledge on a Linux based OS advantageous but not required

  • Competencies Organised and able to work under pressure - you are comfortable working in a fast-paced environment, and can juggle multiple tasks at the same time.
  • Methodical - you take a structured and efficient approach to problem solving. Passion for customer service - you know how to make clients happy, and go out of your way to do so.

    Excellent communication skills - you can communicate clearly via email and telephone. You have the ability to understand complex issues and explain them to both technical and non-

    technical people. Data literate - you are comfortable working with manipulating and interpreting data sets, and have experience working with tools such as Excel.

    Vigilant about data privacy - you take responsibility for, and prioritise data protection and security.

    Benefits

  • True ownership and responsibility for your work, and the chance to think outside of the box to solve complex problems.
  • Macbooks and big screens, or whatever else you want to work on - we want to help you enjoy being as productive as possible.
  • The chance to progress quickly, as our team is scaling fast and we’re always looking for people to take on more responsibility.
  • A great office environment, with beanbags, drones, a torpedo, fully stocked fridge, and coffee on tap (we take coffee very seriously here).
  • A friendly, welcoming team, as well as regular team lunches, parties and social events
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