Resolution of the most complicated customer issues escalated by Helpdesk and L1 support teams
Phone calls with customers helping to fix issues faster
Coordinating support process with Helpdesk and L1 teams
L1 and Helpdesk teams mentoring
Updating product documentation
Support process automation
Custom tools development for RetailNext customers (API, data import/export)
Custom reports creation

Qualifications:

Practical programming experience (Python/Powershell/Linux Shells)
Data analytics (Pandas, NumPy, Jupyter)
Version Control Systems
Jira software/Jira Service management
Networks and troubleshooting experience (TCP/IP, tcpdump/wireshark/etc)
Cloud environment (AWS, GCP, terraform, etc

Skills:

Review customer reporting such as KPIs and SLAs to ensure successful support of key customers
Have excellent communication skills and interact in a professional manner and be responsive to all contacts internal or external
Adjust effectively to working within new work structures, processes, requirements, or cultures based on the needs of each of your clients

Knowledge:

Knowledge of how to provide support metrics and audit reports to customers so that this can be done when needed
Knowledge of customer service principles and practices to that you can deliver a quality service to customers
Effective listening skills so that you can answer questions chrome customers efficiently

Talents:

Ability to maintain an extremely high level of customer satisfaction so that you can manage difficult customer situations and conversations
Must be able to identify and understand process issues, problems, and opportunities so that we can constantly improve support
The ability to be empathetic to customers needs so that we can make them feel supported
The ability to be direct in your communication so that customers understand our expectations of them
The talent to work collaboratively in a team and give suggestions without condescending team members

Who we are:

RetailNext is the worldwide market leader and expert in retail analytics. Headquartered in San Jose, California, the company is a growing global brand installation in nearly 90 countries worldwide. We track billions of trips per year via sensors at retail stores all around the world, and our retail customers leverage this data to provide a better shopping experience.

We value autonomy, improvement mindset, ownership, collaboration and results-focused work. As a team, we prioritise these values in all areas of business to ensure that we maintain a supportive and engaging work environment.

Why join our team:

Global Remote work environment
Equity Ownership
100% Medical Insurance Cover
Best Self Program - stipend contribution towards your personal or professional development
Recharge day - Monthly day off

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