E2open is the connected supply chain platform that enables the world’s largest companies to transform the way they make, move, and sell goods and services. We connect more than 400,000 partners as one multi-enterprise network. Powered by the network, data, and applications, our SaaS platform anticipates disruptions and opportunities to help companies improve efficiency, reduce waste, and operate sustainably. Our employees around the world are focused on delivering enduring value for our clients.
We are looking for talented individuals who are passionate about making a big impact on Customer Experience (CX). The Support Engineer will be responsible for delivering high quality Level 2 support to the world’s largest Supply Chain Operating Network and Multi-Enterprise Supply Chain applications to meet our global customers’ Service Level Agreements and operational requirements. The successful candidate will be adaptable, detail-oriented, organized, and have excellent analytical and problem-solving skills.
Job Location: Kuala Lumpur
Responsibilities:
- Work closely with our global customers’ Helpdesks and IT on day-to-day incident and problem resolution.
- Part of a team maintaining a 24x7 Customer Support Services working on incidents from phone calls, emails, and the company proactive monitoring system.
- Ensure critical customer issues are addressed quickly and effectively by collaborating with Client Experience, Cloud Operations, Professional Services, and Product Development in a global environment.
- Keep records of customer interactions, recording details of inquiries, comments and complaints, as well as actions taken.
- Maintain and update knowledge base articles consistently as new knowledge is discovered.
- Ensure KPIs are met consistently to achieve customer experience excellence.
- Ensure escalation and production support processes are followed.
Requirements:
- Candidate must possess at least a Diploma, Advanced/Higher/Graduate Diploma, Bachelor’s Degree, Post Graduate Diploma, Professional Degree, Computer Science/Information Technology or equivalent.
- Highly motivated and result-oriented fresh graduates are encouraged to apply.
- Excellent written and verbal communication skills of English
- Candidate must be willing to work shift hours.
- Basic understanding of ITIL, incident and problem management would be an added advantage.
- Basic knowledge on Linux is a plus.
- Logical approach and excellent problem-solving skills.
- Attention to detail and ability to troubleshoot and provide feedback and solutions.
- Must be able to work well both in a team environment and independently under minimal supervision.
- Ability and willingness to learn new technologies, on own initiative.
E2open is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.
E2open participates in the E-verify program in certain locations, as required by law.
E2open does not accept unsolicited referrals or resumes from any source other than directly from candidates or preferred vendors. We will not consider unsolicited referrals.