Senior Product Services Engineer

Responsibilities

• Respond to customer queries in a timely and accurate way, via phone, email or chat
• Research and analyze customer pain points by replicating and testing the issue in the sandbox environment
• Conduct investigative work and trace root cause back as either a system defect, product enhancement or change management issue
• Collaborate with the broader product team to diagnose software performance or algorithm performance issues leading to customer dissatisfaction
• Contribute to minor code and script changes and deploy hotfixes for class II engineering changes
• Work with product owners to prioritize system enhancements or break/fix issues
• Participate in Sprint planning and user acceptance testing prior to release
• Work with software engineering to troubleshoot and test system enhancements
• Contribute to the development and update of the Customer Knowledge database for common requests
• Ensure continuous improvement to operational and customer satisfaction metrics

• High School Grad / GED
• Bachelor's or Equivalent Experience
• Experience:
  
  4+ years

• code changes
• script changes
• hotfixes
• system enhancements
• user acceptance testing
• troubleshooting
• customer knowledge database
• root cause analysis
• product enhancement
• change management

• customer service
• collaboration
• communication
• problem-solving
• analytical skills
• timeliness
• attention to detail
• investigative skills
• prioritization
• continuous improvement

• High School Grad
• GED
• Bachelor's Degree