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How to Apply

We value knowledge, motivation and integrity. If you thrive on a challenge, and are looking for an environment with scope for personal as well as professional development and advancement, send your resume and cover letter as an attachment, referencing the specific vacancy you are interested in to: careersUSA@amberroad.com

Current Opportunities

Software Support Engineer
Location: Raleigh, North Carolina, United States

The successful candidate will be responsible for the triage of incoming Salesforce support cases via phone and email. Support Cases that are emailed (approx. 80%) are automatically created in Salesforce, but need to have required fields populated and then routed to the correct queue's. In addition to the case triage responsibilities, the candidate will be handling account maintenance related cases and other account maintenance items within certain products. This position will have the key responsibility for being the 1st respondent in some instances, severity 1 issues. Candidate must be able to work well under pressure and pay attention to detail in logging important information that applies to the description of the issue. The candidate will have the opportunity to grow into other areas within support as they become proficient in learning Amber Road's products and setting a solid performance track record on prior tasks. 

The Software Support Engineer will report to the Customer Support Manager.

Responsibilities

  • Responsible for the timely and accurate creation of support cases and updating support cases with the required fields
  • Responsible for responding to incoming support calls and routing as needed to assigned support engineers and/or creating new cases during the initial customer conversation
  • Escalating to support management when needed
  • Round robin case assignments during higher than normal volumes
  • Upon being trained in specific product account maintenance tasks; resolve account maintenance tasks by taking direct ownership of those support related cases
  • Demonstrate the ability of having the aptitude to learn quickly and grow into positions requiring more responsibility
  • Works well within a team environment and openly communicates to ensure cases are moving out of "new" status and response time SLA's are being met

Qualifications

  • Education: BA or BS in supply chain, business, computer science or experience in related field preferred
  • 2 or more years' experience with an external facing software support organization
  • Proficient with Salesforce.com or other support ticketing software
  • Proficient with the following software tools: MS Word, MS Excel, MS PowerPoint, MS Outlook
  • Must be comfortable in a fast-paced, team environment; take initiative and able to make important decisions quickly
  • Ability to work and lead with minimal supervision on unstructured assignments, yet keep all parties apprised of developments. Can take initiative and make decisions as necessary
  • Ability to prioritize assignments/projects and multi-task within restricted time constraints
  • Ability to network and collaborate cross-functionally
  • Strong business analysis skills
  • Ability to understand technical components of software solutions
  • Strong organizational and time management skills are essential to meet deadlines
  • Ability to maintain multiple levels of communication at varying levels of detail
  • Must be able to serve on a rotating on-call schedule, covering after hours support, weekends, and some holidays
  • Must have the concept of understanding relational databases
  • SQL and/or some application development knowledge, mainly for future growth
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