About the job

At Kibo, we provide cloud commerce solutions inspired by our clients' needs and designed to empower their teams. Together, we can help them see further, think bigger, and climb higher.

Our software and services include eCommerce, Order Management, Personalization, and Mobile Point-of-Commerce. We serve retailers, manufacturers, and brands, and our solutions are designed to power the shopping experience – from first click to doorstep – and to scale with them as their business grows.

Kibo is seeking career-oriented candidates with a passion for eCommerce software who are committed to delighting customers and delivering continuously improved customer experiences. This role offers growth potential for individuals looking to launch a career in an expanding industry. As a Tier 1 Support Engineer, you will provide technical assistance to our Clients and Partners to resolve issues pertaining to our proprietary eCommerce software solutions.

ESSENTIAL RESPONSIBILITIES AND DUTIES:

• Troubleshoot incoming technical issues, identify root cause, and find a path to resolution.
• Use strong verbal and written skills to communicate steps for issue resolution.
• Maintain poise and focus working in a fast-paced environment where tricky and unexpected challenges arise.
• Provide an exceptional customer support experience through strong relationship & expectations management skills, and excellent communication abilities.
• Meet team and individual goals for Time to Resolution and Client Satisfaction (CSAT) metric attainment.
• Route requests to global teams as needed, track progress through case resolution, and escalate where appropriate.
• Provide on-call coverage as requested.

QUALIFICATIONS:

• Bachelor's in Computer Science, Information Science, experience in a related field or relevant bootcamp certification
• Customer service and/or technical support experience
• Experience writing jQuery/JavaScript, including event binding
• Understanding of data feeds in various file structures (XML, CSV, JSON)
• Understanding of relational databases and database queries using SQL
• Experience working with API (REST/SOAP/JS) calls and interpreting response codes
• Experience with version control software (GitHub)

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