MyWebGrocer

Customer Support Engineer

ID
2017-1503
# of Openings
2
US-VT-Burlington

Overview

Founded in 1999, MyWebGrocer (MWG) is the leading digital services provider for retail grocery, connecting retail brands to their consumers through ecommerce and online tools. Retail partners include Albertsons, Brookshire's, ShopRite and more than 100 other leading grocery chains.  MWG also has the largest online grocery-advertising network, attracting advertisers such as Kellogg's, Unilever, Nestle, P&G and 200+ other leading brands. Located in the historic Champlain Mill in Winooski, Vermont, MWG employs more than 200 professionals from diverse backgrounds and is consistently ranked among the fastest growing companies in Vermont. 

 

The Customer Support Engineer works as part of a larger Operations team in a fast paced, professional environment.  They are focused on building relationships with customers, making connections with internal stakeholders and seeing support submission through to completion. They must be able to emulate natural warmth while trouble shooting technical issues and driving toward incident resolution.  The position requires critical thinking, problem solving skills, as well as excellent verbal and written communication – with both internal departments and external customers.  

Responsibilities

  • Helps answer all reported incidents and enters them into our tracking software.
  • Interacts with clients to resolve basic issues while maintaining a high level of customer service to enhance the client experience.
  • Communicates with clients in a professional manner.
  • Provides responses to clients in a timely manner.
  • Builds familiarity with store setup and maintenance processes, circular corrections with tools and handheld devices.
  • Aware of MyWebGrocer products and processes and can provide basic support or escalate incidents as needed.
  • Will be assigned to pager and weekend support duty when required level of domain knowledge has been achieved.
  • Proficient in troubleshooting and providing solutions to external customers, recording and addressing issues quickly and efficiently, codifying frequent issues into documented knowledge base entries, assisting with product QA from a user's point of view, and providing feedback from customers to development team.

Qualifications

  • Bachelor’s degree
  • A self starter with ability to work in a fast paced environment bringing new ideas and technologies into the business.
  • SQL and database knowledge a plus.
  • Strong written and oral communication skills.
  • Evidence of strong troubleshooting skills.
  • Analytical skills necessary to evaluate information from multiple sources, reconcile conflicts, decompose high level information into details, abstract low level information to general understanding and form an appropriate solution.
  • Rotating shift schedule and on call duty.
  • Evidence of leadership competencies including self confidence, results orientation and interpersonal skills.

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