In support of our ongoing growth, EqualLevel is seeking a talented and ambitious professional to join our team. We are looking for an eCommerce Software Support Manager to build and maintain strong customer relationships to facilitate a positive and productive long-term relationship and ensure customer loyalty.

Responsibilities

• Responsible for providing and managing customer support to the EqualLevel eCommerce Solution customers
• Build and manage a team of Customer Support Specialists to address customer reported incidents and requests
• Act as an escalation point for customer requests and issues
• Escalate critical customer requests and issues to the leadership
• Define and review KPIs to manage capacity planning and ensure proper resources to deliver exceptional support experience to customers
• Enhance and refine customer support processes and tools for continuous improvement of overall customer experience
• Build relationships with customers to continually delight them with a positive, customer-centric attitude
• Work with customers to ensure they are leveraging EqualLevel solutions effectively and finding value in our services
• Become an expert in EqualLevel solutions and educate customers on the use
• Coordinate with the Product Integration team to maintain connections to external systems
• Coordinate with the Product Management team on customer change requests, including bug fixes, implementation productivity enhancement, and new feature requests
• Coordinate with the Onboarding team to ensure a customer’s contracted vendors are established at their highest eCommerce capability
• Contribute towards the continuous process improvement effort to optimize solution delivery
• Coordinate and develop user guides and videos for EqualLevel solution user base
• Capture solution usage best practice from the customer base and promote knowledge share in EqualLevel user community

Requirements

• Bachelor’s degree in Computer Science, Engineering, Math or Business
• At least 2 years of experience working in supporting software as a service (SaaS) solution or IT Products
• At least 2 years of experience in an external customer facing role supporting clients via phone, chat, or email
• Exceptional analytical, critical thinking, and troubleshooting skills
• Ability to take on a task and formulate a plan of approach
• Ability to thoroughly document solution requirements and formulate testing approaches
• Proficient with Google Apps and/or MS Office suite
• Excellent verbal and written communication skills to be able to interface with customers directly

Bonus

• ERP (SAP, Oracle, Tyler, Frontline, NetSuite, etc.) and/or eProcurement software support experience
• Understanding of Software Development Life Cycle (SDLC) or Agile methodology
• Understanding of Procurement Life Cycle
• Experience with Atlassian JIRA and Confluence or a similar tool