Salsify
http://www.salsify.comAbout Company
Salsify stands at the forefront of digital transformation in retail and e-commerce, offering an innovative Product Experience Management (PXM) platform. Designed for brands, retailers, and distributors, Salsify PXM empowers users to excel on the digital shelf by enhancing product content, streamlining workflows, and optimizing customer experiences. Our comprehensive suite of tools enables efficient management of product information, fostering growth and competitiveness in a rapidly evolving digital marketplace. With Salsify PXM, businesses can seamlessly adapt to market changes, deliver engaging product experiences, and drive significant growth, making it an essential partner for success in the digital age.
Job Details
Customer Support Engineer
Full Time · Remote OK · UI/UX Design · User Researcher
As a Support Engineer at Salsify, you will develop and maintain a deep understanding of the Salsify platform and our customers' specific needs while working alongside a team of dedicated and hardworking technical support professionals across the globe. You will gain e-commerce industry knowledge while helping our customers win the digital shelf. We don’t expect you to know everything - we want you to ask questions and learn new things while helping us deliver on our vision.
- Maintains high-quality technical omni-channel support while consistently delivering on monthly KPIs and top quality support experience
- Promptly responding to customer queries through proper channels
- Accurately assesses the need to escalate cases to the next level of support, leadership, and internal teams (e.g. flagging churn risk)
- Confidently handles customer feedback, frustrations and case escalations; Liaising with colleagues or managers to find the best solutions to customers issues as needed
- Engages in ongoing knowledge development activities, such as feature release training, Salsify certifications, and topic-based bootcamps
- Proposes and organizes office hours and knowledge meetings
- Provides mentorship, training and ongoing support to other team members; may assist with recruiting efforts (interview) and onboarding activities for new hires
- Take a proactive approach in developing Salsify knowledge development
- Obtaining and proactively sharing knowledge with colleagues and other departments so that products and services can be improved.
Skills & Requirements
2+ years of experience in diagnosing, researching, managing, and resolving intermediate technical support issues and escalations Higher Degree in technical field strongly preferred You have a history of high performance and are known among your peers as the go-to person for help; you can maintain high-quality technical omni-channel support while consistently delivering on monthly KPIs and top quality support experience You can clearly and thoughtfully explain new technical concepts to a wide variety of personas You have a thirst for knowledge and a desire to teach others - we care more about your ability to learn than pre-existing knowledge; you take an active role in your own professional development You are organized and detail-oriented You are motivated to be a self-starter and individual performer effectively contributing to overall team productivity and collaboration