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.

Requirements:

BS/BA in Information Technology, Computer Science, or a related discipline; professional certification is an advantage.
2-4 years of experience and relevant background as acting as technical support engineer on software solution.
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

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.