Product Support Specialist

ECI Software Solutions; St. Louis (MO); Remote; USD 50,000 - 75,000; Full time

Job summary

Join ECI Software Solutions as an EvolutionX Support Specialist, where you'll be the primary contact for customer inquiries, providing exceptional technical assistance in a fast-paced, collaborative environment. We seek a motivated and outgoing customer support professional to help small to enterprise entrepreneurs using our eCommerce solutions.

Benefits

Paid volunteer time off

Competitive benefits focused on employee well-being

Qualifications

• Experience with B2B eCommerce or ERP software is required.
• Outgoing personality with excellent communication skills and a customer-focused attitude.
• Ability to adapt to a fast-paced environment and stay current on product updates.

Responsibilities

• Provide exceptional technical assistance and customer support.
• Diagnose and verify system issues related to supported products.
• Engage with product teams on defect resolution and product enhancement requests.

Skills

Technical expertise

Excellent communication skills

Customer-centric problem-solving

Strong troubleshooting skills

Excel skills

Knowledge of web technologies

Job description

For more than 30 years, ECI Software Solutions has been providing industry-specific, cloud-based business management software and services to small and medium-sized businesses. With divisions focused on manufacturing, wholesale / retail distribution, building and construction, and field service, ECI's solutions integrate into every aspect of a customer's business to help them level the playing field, run day-to-day operations more efficiently, and focus on what matters most. It’s how business gets done.

Why Join ECI?

• We offer competitive benefits focused on employee well-being, including paid volunteer time off!
• Named by Achievers on its prestigious 50 Most Engaged Companies To Work For list for the last five years.
• Recipient of international recognition for high employee engagement, certified as a Great Place to Work six years in a row.
• Our culture of creativity, innovation, and leadership has garnered over a dozen International Business Awards (Stevie).

Join a worldwide team committed to inclusion, professional development, and collaboration. To apply, please attach a detailed resume demonstrating your relevant qualifications and skills. Applications without a resume will not be considered.

Position Overview: EvolutionX Support Specialist

As an EvolutionX Support Specialist, you will support small to enterprise entrepreneurs using our eCommerce solutions. Your responsibilities include providing exceptional technical assistance and customer support, serving as the primary contact for customer inquiries, troubleshooting issues, and ensuring a seamless user experience. This role requires technical expertise, excellent communication skills, and a customer-centric problem-solving approach. We seek an outgoing, energetic, and motivated customer support professional to join our team.

Key Responsibilities

• Act as a Subject Matter Expert for supported products, with deep technical knowledge.
• Diagnose and verify system issues related to supported products.
• Serve as an escalation point for complex issues.
• Document suspected software defects and product requests; provide detailed test cases to DevOps.
• Support internal teams such as DevOps, Product Management, and Professional Services.
• Engage with product teams on defect resolution and product enhancement requests.
• Facilitate Support Readiness activities, including training and documentation.
• Review customer issue trends and recommend improvements.
• Review and contribute to Knowledge Base articles.
• Work independently with minimal supervision.

Additional Duties and Requirements

• Act as a technical liaison for customers, partners, and internal teams.
• Experience with B2B eCommerce or ERP software required.
• Investigate complex issues involving code, data, or environment.
• Strong troubleshooting and Excel skills.
• Contribute to Knowledge Base documentation.
• Provide timely customer follow-up and detailed updates.
• Adapt to a fast-paced environment and stay current on product updates.
• Knowledge of web technologies required.
• Outgoing personality with excellent communication skills and a customer-focused attitude.
• Lead continuous improvement initiatives for customer experience.

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