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How to Apply

We value knowledge, motivation and integrity. If you thrive on a challenge, and are looking for an environment with scope for personal as well as professional development and advancement, send your resume and cover letter as an attachment, referencing the specific vacancy you are interested in to: careersEU@amberroad.com

Current Opportunities

Software Support Engineer
Location: Munich, Germany, Europe

The successful candidate will be responsible for the triage of incoming Salesforce support cases via phone and email. Support Cases that are emailed (approx. 80%) are automatically created in Salesforce, but need to have required fields populated and then routed to the correct queue's. In addition to the case triage responsibilities, the candidate will be handling account maintenance related cases and other account maintenance items within certain products. This position will have the key responsibility for being the 1st respondent in some instances, severity 1 issues. Candidate must be able to work well under pressure and pay attention to detail in logging important information that applies to the description of the issue. The candidate will have the opportunity to grow into other areas within support as they become proficient in learning Amber Road's products and setting a solid performance track record on prior tasks.

Job Description/Responsibilities

  • Responsible for the timely and accurate creation of support cases and updating support cases with the required fields
  • Responsible for owning the support case through case closure and providing timely updates through the life of the case
  • Escalating to support management when needed
  • Demonstrate the ability of having the aptitude to learn quickly and grow into positions requiring more responsibility
  • Works well within a team environment and openly communicates to ensure cases are moving out of “new” status and response time SLA’s are being met

Qualifications

  • Education:  BA or BS in supply chain, business, computer science or experience in related field preferred
  • 3 or more years’ experience with an external facing software support organization
  • Fluent in English
  • Proficient with Salesforce.com or other support ticketing software
  • Proficient with the following software tools:  MS Word, MS Excel, MS PowerPoint, MS Outlook
  • Exceptional written and oral communications skills (including technical writing)
  • Must be comfortable in a fast-paced, team environment; take initiative and able to make important decisions quickly
  • Ability to work and lead with minimal supervision on unstructured assignments, yet keep all parties apprised of developments. Can take initiative and make decisions as necessary.
  • Ability to prioritize assignments/projects and multi-task within restricted time constraints
  • Ability to network and collaborate cross-functionally
  • Strong business analysis skills
  • Ability to understand technical components of software solutions
  • Strong organizational and time management skills are essential to meet deadlines
  • Ability to maintain multiple levels of communication at varying levels of detail
  • Must have the concept of understanding relational databases
  • Must have at a minimum 1 year of experience and working knowledge of SQL
  • Ability to query relational databases and interpret results as input to either resolving the issue or providing details to our internal escalation team(s)
  • Some application development knowledge, mainly for future growth 
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