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Tier 2 Technical Support Engineer

Yotpo

Yotpo

IT, Customer Service
Toronto, ON, Canada
Posted on Thursday, May 30, 2024

If you shop online (and who doesn’t these days?), then chances are you’ve already interacted with Yotpo. We’re a leading eCommerce retention marketing platform, on a mission to help brands of all sizes turn one-time shoppers into customers for life. Loyalty programs, SMS and email marketing, subscriptions, and reviews are our bread and butter, but we have more solutions up our sleeve, too.

We have teams across the world, including the US, Canada, UK, Israel, Bulgaria, and Australia — and we’re still growing. Our primary goal is to deliver the best technology in the industry.

You can hear all about it in our latest brand video.

Sounds exciting? Then read on, because we’re in pursuit of the best and the brightest minds to help us achieve our vision.

We are looking for a customer service superstar with a technical flair to join our Tier 2 support team, work with some of the world’s top brands and have an impact on our current and future offerings!

If you’re tech-savvy but also love interacting with people to give top-quality support, all while handling complex technical issues, we’d love to hear from you.

Who you are:

  • Act as a focal point for communication with the R&D and product teams
  • Handle Tier 2 cases quickly and efficiently
  • Act as a knowledge focal point within support
  • Create and update knowledge base articles used by Tier 1 agents
  • Conduct training sessions for Tier 1 agents
  • Accompany new releases and make sure support agents are familiar with them and have the tools to address issues related to them
  • Investigate and report bugs to the R&D team

About you:

  • Availability for a full time position
  • Experience/Good familiarity of the following
    • HTML and CSS (Must)
    • SQL (Must)
    • Javascript - Advantage
    • APIs - Advantage
  • 2 years of previous B2B technical support experience (Tier 2 experience - advantage)
  • Exceptional verbal and written communication skills
  • A tech-savvy self-learner who is capable of quickly mastering different fields within our product end to end
  • Proactive data-driven approach - spot recurring issues within our product and find the long-term solution that will address them
  • Go getter attitude - ability to drive other stakeholders towards a solution in complex situations
  • Great time management, prioritization and sense of ownership skills - able to self manage and “juggle” between different tasks with optimal results

Yotpo’s employee-centric culture has consistently earned us coveted spots over the years. Directly inspired by employee feedback, we create opportunities to bring our teams together. Yotpo programming includes team events, educational fireside chats, end of year celebrations, affinity groups and partnerships.

Yotpo is for everyone, and we’re committed to anti-racist work. We welcome and employ people regardless of race, color, gender identity, religion, genetic information, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or Veteran status. We are proud to be an equal opportunity employer, a place where your voice is heard and your perspective is encouraged. Come join us and help us build a global company where we're all proud to belong.

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