Job Description
We are seeking a highly motivated and talented Technical Support Engineer to join our Tech Support Team at Scurri Ltd. in Wexford Town offices.
Scurri optimises the ordering, shipping and delivery process for a growing list of online retailers and distribution companies. We make it easier for well-known brands to ship goods to their customers.
This is a full-time role where you will be responsible for providing trusted, timely and accurate responses to a range of well-known brands across Ireland and the UK.
Main Responsibilities
* Answering queries about how our product works and amending account configurations.
* Talking customers through a series of actions until they've solved a technical problem.
* Troubleshooting issues, identifying root cause and escalating to an internal development team if necessary.
* Managing and prioritising customer cases.
* Keeping accurate records and tracking issues through to resolution, within agreed timeframes (SLAs).
* Meeting key monthly targets including Customer Satisfaction, Response and Resolution SLA Compliance and NPS.
* Identifying improvement opportunities both for our customers and our internal processes.
Requirements
To be successful in this role, you should have:
* Experience of technical support in a service business or a web-based product/service.
* Technical qualification in a relevant discipline (IT, Computer Science, Software engineering etc.).
* Knowledge of APIs, JSON and XML.
* Strong problem-solving skills and an understanding of Lean methodology.
* Outstanding communication skills - written, verbal, listening and questioning.
* Proven ability to establish strong working relationships with clients and colleagues.
* A quick learner with the desire to research and adapt to new technologies.
Why Join Us
At Scurri Ltd., we value our employees and provide them with an open and positive work environment. Our employees enjoy work/life balance and are encouraged to grow and develop throughout their career. We believe in having fun while achieving our mission. As a recognised