Support Engineer I (Associate)

About ProSource

At ProSource, we build and manage highly technical distributed teams for some of the most innovative companies in the world. We believe in humanizing the outsourcing industry by finding, attracting, and retaining top talent. Our dynamic workspaces promote creativity, collaboration, and well-being. We leverage smart technologies to ensure our clients and employees thrive in a collaborative, high-performing environment.

Role Overview:

The role is responsible for providing technical support to customers using e-commerce marketplaces, ERP systems, and SaaS platforms. This includes handling customer inquiries through phone and support tickets, troubleshooting APIs and integrations, managing escalations, and monitoring product disruptions. The role also ensures timely resolution of technical issues, effective communication with customers and internal stakeholders, and smooth support operations.

Key Responsibilities:

Phone support

• Provide direct phone support to customers, ensuring their issues are resolved and they feel valued.

Tickets

• API troubleshooting
• Oversee and respond to customer tickets in a timely manner.
• Ensure tickets requiring advanced support have complete customer information.
• Ensure all assigned tickets are addressed or transitioned before shift conclusion.

Escalations

• Directly handle customer escalations requiring immediate technical expertise.
• Engage stakeholders like the CSM and Team Lead in cases nearing escalation.
• Participate in post-mortem reviews for escalated customer cases.

Disruptions

• Monitor and report any product disturbances based on ticket feedback.

Other responsibilities

• Manage and prioritize the client's Support inbox.
• Ensure prompt responses to customer inquiries.
• Update and monitor ticket statuses.
• Highlight high-impact tickets and engage senior and technical support for intricate cases.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• At least 3–5 years of technical support experience, preferably supporting one or more of the following:

- E-commerce marketplaces

- ERP systems

- SaaS platforms

- Integration platforms

- Working knowledge of one or more e-commerce marketplaces or sales channels is required, preferably including Amazon, Bol.com, Zalando, eBay, TikTok Shop, Shopify, or comparable platforms.

• Experience troubleshooting APIs and integrations using tools such as: Postman and Grafana
• Strong analytical, troubleshooting, and communication skills.

Schedule:

• 1HC Wednesday to Sunday, 10am to 7pm PHT
• 1HC Thursday to Monday, 10am to 7pm PHT

Work Set-up:

• Remote

What's in it for you

• Highly competitive salary
• HMO coverage for you and your dependents on Day 1
• Enjoy a full time remote work setup with all the tools you need
• Full-time role with excellent perks and benefits

Ready to take the next step Apply now and be part of our team!