Technical Support Engineer
PowerReviews delivers a leading Consumer Engagement Engine that helps more than 1,000 active brands and retailers worldwide engage with consumers everywhere at the moment of purchase. A true Software-as-a-Service that is easy to implement and customize, PowerReviews provides customer review and Q&A capabilities that are proven to drive sales, improve the customer experience, and create actionable insights.
As a Support Engineer, you will be responsible for providing Level 2 support. You will be responsible for assuring the highest quality support to our clients and our account management team. We are looking for a motivated individual who is great at conveying technical ideas in simple terms, and someone who is interested in helping us build solid relationships with our clients. This role encompasses a mix of duties ranging from technical problem solving to technical implementation troubleshooting involving JavaScript, CSS, XML and API technologies. Preference will be given to candidates who can read, write and speak French.
Key Responsibilities
Support clients in multiple countries (additional languages preferred)
Resolve questions and problems directly through individual efforts or by triaging problems with account management, integration engineering, and core engineering
Maintain and update internal tools and integration process documentation
Support quality assurance management and testing for clients
Work with clients to troubleshot issues, including modifying or updating existing integration and implementation of new features
Lead clients through the deployment of software updates and functionality enhancements
Requirements
Bachelor degree preferred
2 years in a customer support role required
HTML, JavaScript, XML and CSS knowledge required
Moderate knowledge of Unix environments
Outstanding communication skills
Must be authorized to work in the U.S.
French Language skills preferred
NOTE: This is NOT an IT position – this is a client facing technical services role.