Technical Support Engineer

at  Scurri

Scurri optimises the ordering, shipping and delivery process for a growing list of online retailers and distribution companies. We make it easier for well known brands to ship goods to their customers.
An unprecedented demand for online shopping means that we have an exceptional opportunity for a Technical Support Specialist to join our highly motivated Tech Support Team.
Our customers contact us through a number of channels; phone, e-mail, chat, and we are very proud of the manner in which we support them. We love helping our customers grow their businesses and be successful. You’ll be at the heart of providing trusted, timely and accurate responses to a range well known brands across Ireland and the UK.
This is a full time role based in our Wexford Town offices reporting to the Operations Manager.
Key Responsibilities

The successful applicant will be responsible for the following:

• Answering queries about how the product works and amending account configurations.
• Talking customers through a series of actions until they’ve solved a technical problem.
• Troubleshooting issues, identifying root cause and escalating to an internal development team if necessary.
• Managing and prioritising customer cases.
• Keeping accurate records and tracking issues through to resolution, within agreed timeframes (SLAs)

• Meeting key monthly targets including Customer Satisfaction, Response and Resolution SLA Compliance and NPS.Identifying improvement opportunities both for our customers and our internal processes.

• Skills, Knowledge and Expertise

It is anticipated that applicants can demonstrate the following skills, traits and attributes:

• Experience of technical support in a service business or a web-based product/service.
• Technical qualification in a relevant discipline (IT, Computer Science, Software engineering etc.)
• Knowledge of APIs, JSON and XML (would be ideal)
• Strong problem solving skills and an understanding of Lean methodology
• Outstanding communication skills - written, verbal, listening and questioning.

• Proven ability to establish strong working relationships with clients and colleagues.A quick learner with the desire to research and adapt to new technologies.

• Benefits
  At Scurri we feel it’s important to hire highly motivated and talented people, make sure they are looked after and to give them the tools and the freedom to get things done. We provide an open and positive work environment while ensuring our employees have the work/life balance they need.

Work is not only challenging but exciting and rewarding as well. We encourage employees to grow and develop throughout their career. Additionally, we definitely like to have fun as well. Our main requirement is that you follow our values and focus on the mission. For the 5th year in a row, we are proud to be recognised as a “Great Place to Work”

• Based in our new ultra-modern Wexford Town offices.
• Company pension - Matched employer contribution
• Company Health Scheme - VHI
• 22 days annual leave - additional days added with years of service rising to 25
• Annual company day, regular all-company socials
• Social Club
• Paid volunteer time
• Office perks (breakfast / tea & coffee / snacks / lunch and learn sessions/on site gym etc…)9.00 - 5.30pm (4pm finish on Fridays)

• Employee Assistance Program

• About Scurri
  Scurri is a next generation delivery management software that was created to put retailers back in control of the most fundamental pillars of their eCommerce business.
  We give our clients full control of their costs, operations and customer experience with our easy-to-use and fully customisable Delivery Management Platform.
  Our product helps get purchases over the line at the checkout, allows retailers to select the most effective delivery option for each package, create accurate labels, track packages more accurately, and provide an analytics suite that delivers tangible insights.
  We can also turn the post purchase experience into an additional marketing opportunity for retailers through own branded tracking communications with Scurri Track Plus.
  Founded in 2010, we’ve grown to process over 100 million orders per annum and we’ve no intention of stopping there. Our workforce spans Ireland, the UK and Europe supporting an international customer base of well known retailers.
  Our team are a curious and resourceful bunch spread across operations, product, IT, finance, customer success, sales and marketing. We collectively share an aspiration to deliver a world class product and service, and to be there for one another and our customers whenever we’re needed.
  We take our culture seriously and endeavour to reflect our values of Family, Fun, Success, Lean, Customer and Innovation in every aspect of life in Scurri.

• Answering queries about how the product works and amending account configurations.
• Talking customers through a series of actions until they’ve solved a technical problem.
• Troubleshooting issues, identifying root cause and escalating to an internal development team if necessary.
• Managing and prioritising customer cases.
• Keeping accurate records and tracking issues through to resolution, within agreed timeframes (SLAs)
• Meeting key monthly targets including Customer Satisfaction, Response and Resolution SLA Compliance and NPS.Identifying improvement opportunities both for our customers and our internal processes