We are MageGuide. Our passionate team specializes in designing and developing stunning e-commerce sites (eshops) for clients all around the world.
We are looking for a Technical Support Engineer to provide enterprise-level assistance to our customers.
You will diagnose and troubleshoot problems and help our customers. Technical Support Engineer responsibilities include resolving integration issues with their e-shop, configuring Magento (ecommerce platform ) and using remote desktop connections to provide immediate support.
You will use email and chat applications to give clients quick answers to simple issues. For more complex problems that require nuanced instruction, you will contact clients via phone and/or provide clear, written instructions and technical manuals.
To be qualified for this role, you should hold a degree in a relevant field, like Computer Science, IT or Software Engineering. If you’re naturally a helper, enjoy assisting people and are able to explain technical details simply, we’d like to meet you. Ultimately, you will be a person our customers trust.
As a Technical Support Engineer you will participate in all phases of the support life cycle and you will work closely with dev, devOps, designers, account managers and strategists to develop appropriate solutions for our clients (Attrattivo, Apivita, Vardas, Petcity etc.).
They will rely on you to provide timely and accurate solutions to their technical problems.
Responsibilities
- Research and identify solutions to possible issues
- Diagnose and troubleshoot technical issues, including Magento configuration amp; integrations
- Ask customers targeted questions to quickly understand the root of the problem / case
- Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
- Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
- Provide prompt and accurate feedback to customers
- Ensure all issues are properly logged
- Prioritize and manage several open issues at one time
- Follow up with clients to ensure their systems are fully functional after troubleshooting
- Prepare accurate and timely reports
- Document technical knowledge in the form of notes and manuals
Requirements
- Proven work experience as a Technical Support Engineer, IT Help Desk Technician or similar role
- Good understanding of e-commerce principals
- Ability to diagnose and troubleshoot basic technical issues
- Familiarity with remote desktop applications and help desk software (eg. ServiceDesk)
- Excellent problem-solving and communication skills
- Ability to provide step-by-step technical help, both written and verbal
- BS degree in Information Technology, Computer Science or relevant field
Optional, but BIG plus
- Knowledge of PHP - MySQL
- Familiarity with RESTful APIs / ERP integrations
- Experience with Agile Software Development amp; JIRA is a plus
- Experience on Magento
Benefits
- Competitive salary, tailored to your skills and experience
- Medical care amp; insurance
- Friendly casual environment and open culture
- Trainings and conferences
- Access to our educational materials and help us grow our library