Scurri has the vision of Connecting Commerce by optimising the ordering, shipping and delivery process for customers.

At Scurri, Customer Support is key to our success. We are currently seeking a Technical Support Engineer to join our Customer Support Team. We have a highly motivated team, we love our customers and we love helping them grow and be successful. This position is a permanent, full-time role based at our Wexford HQ. Occasional travel may be required.

The Technical Support Engineer is tasked with providing trusted, timely and accurate responses to customers queries and technical issues.

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.

RESPONSIBILITIES:

• Answering queries about how the product works
• Amending account configuration
• Prioritising customer cases and managing several open cases at one time
• Troubleshooting issues, identifying root cause, sometimes through liaising with developers, and escalating to an internal development team or 3rd party teams where required
• Talking customers through a series of actions until they’ve solved a technical problem
• Tracking issues through to resolution, within agreed timeframes (SLAs)
• Keeping accurate records of discussions or correspondence with customers
• Handling major incidents, such as an outage
• Handling customer complaints
• Identifying improvement opportunities both for our customers and our internal processes and implementing the improvement, or collaborating with others to implement
• Producing online help content and customer communications, along with internal documentation to support our support process
• Visiting customers on site when necessary
• Training staff, partners and customers as required
• Learning about the organisation's strategy and services and keeping up to date with changes
• We have a small number of key objectives which we continue to achieve month on month including Customer Satisfaction, Response and Resolution SLA Compliance and NPS.

You will be a good fit if:

• You are passionate about customers and their success, we love our customers is a key value of Scurri
• You communicate effectively with customers by telephone, video conference, email, letter and face to face
• You have a strong technical and problem-solving ability
• You are self-motivated
• You are ambitious and have a can-do attitude
• You think logically
• You can prioritise your workload
• You have the ability to work to a deadline, both as a team member and when working alone
• You are a flexible and quick learner and have the ability to research and adapt to new technologies and new issues

Required qualifications and skills:

• Experience of technical support in a service business or web-based products or services
• A technical degree in a relevant discipline (IT, Computer Science, Software engineering etc.)
• Knowledge of APIs, JSON and XML is preferrable
• Qualifications or experience in Lean methodology
• Problem Solving Skills
• Technically minded and skilled at explaining complex scenarios
• Proven team player
• Excellent communication skills both written and verbal along with great listening and questioning skills
• Strong interpersonal skills and ability to establish strong working relationships with clients and colleagues
• Knowledge of warehouse operations is an advantage

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 interesting 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 second year in a row, we are proud to be recognised as a “Great Place to Work”

• Company pension - Matched employer contribution
• Company Health Scheme - VHI
• Company Employee Share Option Plan (ESOP)
• Snacks - Tea, coffee fruit, ice cream and other surprises to keep you fuelled
• Discounted Gym Membership
• Cycle to work scheme
• Ongoing wellbeing programme which includes massage sessions, nutrition talks and more!
• Annual company day, regular all-company socials
• Social Club - Camping, Kayaking, nights out etc
• Ongoing Training
• Paid volunteer time
• Ultra modern offices and facilities