Tier 1 Support Engineer

At Extensiv, our support engineers are the heart and soul of our business. We care deeply about our customers and consistently go above and beyond to help. Our fast-growing customer base relies heavily on our ability to be present and helpful 24/7. We utilize phone, email, and chat channels to solve our customers' issues or escalate them to the proper party inside a multi-tiered organization.

Key Responsibilities:

1. Provide frontline technical software support via email, phone, and chat.
2. Troubleshoot, test, and resolve technical and configuration issues.
3. Educate customers on software usage and best practices.
4. Reproduce, analyze, and escalate software and platform defects.
5. Serve as the liaison between Extensiv and our customers.
6. Understand 3PL warehouse clients' business objectives and act accordingly.
7. Maintain regular, clear updates with customers until resolution.
8. Be available on rotation fo...