Tier2 Technical Support

Shopic creates low friction, highly personalized, and fully interactive shopping experiences in brick-and-mortar supermarkets. Bringing the advantages of online commerce to physical stores, we also help grocers optimize their store management with digitized data analytics.

We are looking for a Support Engineer to join our team. A strong technical background and relevant experience are essential.

Responsabilities:

• Efficiently manage and prioritize support requests for Shopic's smart cart solution. Provide timely and effective technical support to customers, store operations, and retailers.
• Troubleshoot and resolve technical issues, proactively addressing potential problems. Act as the main point of contact for customers, ensuring a positive experience. Facilitate communication between support and other departments.
• Handle inquiries, manage expectations, and contribute to the knowledge base.
• Stay updated on the latest features and participate in ongoing training for continuous improvement.
• Foster a positive and collaborative team environment.
  
  

• BS/BA in Information Technology, Computer Science, or a related discipline; professional certification is an advantage.
• At least 3 years of experience and relevant background in supporting Cloud/SaaS-based as L2 support.
• Strong troubleshooting skills and ability to think critically under pressure.
• Excellent intercommunication skills with the ability to explain technical concepts to non-technical stakeholders.
• Willing to provide “On Call” support during off hours weekends when required
• Experience working with demanding customers and in a fast-paced environment.
• Maintain a professional image and demonstrates a willingness to contribute at all levels.
• Passion for troubleshooting, ability to come up with efficient solutions for uncommon issues
• Ability to prioritize and switch between a variety of time-sensitive issues