Product Support Engineer

2 weeks ago


Peoria, United States Vectorsoft Full time

- Serves as an eCommerce workstream Product expert / Subject Matter Expert. Stays current with all digital products and applications associated with their respective workstream

- Manages cases to provide an appreciated, secure and effortless experience with customers, dealers, and internal Client for every interaction.

- Triage / Troubleshooting – also support to Tier 1 Supplier agents

- Tactical – Timely resolution and follow-up with customer & dealers

- Issue identification – reports in all forms from customers, dealers, industry reps and subsidiaries.

- Issue investigation – basic triage, statistical analyses, basic testing and analysis of application failures, etc.

- Resolution of commitments – formally document issues and provide follow-up on the resolution process with dealers, customers and appropriate internal teams.

- Manages hand-ups/escalation paths in support of daily operations.

- Manages requests to the urgency defined by our service level agreements.

- Serves as the primary point of contact for Tier 1 for the lines of business the Digital /Prod Service Engineering supports.

- Supports continuous improvement efforts.

- Creates and updates self service and Tier 1 support knowledge articles for digital products and applications.

- Analyze and develop new customer service rep training or customer self-service opportunities, based on improving customer experience, preventing lost sales, churn, and solving customer issues.

- Support Digital Product training for CSRs

- Supports the development and maintenance of Business Rules

- Validate and create process maps

- Provides input to digital product and application support teams.

- Conducts occasional dealer and customer visits to personally provide expert technical assistance on urgent field issues for digital products and applications.

- Employee is also responsible for performing other job duties as assigned by Client management from

- time to time.



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