DXP Support Specialist (PHP, SQL, Project Coordination

Passion for the web, open-source, continuous learning, and genuinely helping others succeed Curiosity: When you see a problem, you want to know where it came from, how it got there, and then connect the dots to figure out who’s needed to push forward or resolve Integrity: You’re not afraid to speak up and challenge the status quo; you do the right thing, especially when it’s hard, and even when nobody’s watching Priority of diversity, equity, and inclusion in your every day to create and sustain an environment of respect What you’ll be doing… Serve as the customer’s first point of contact for their requests via web-based cases, live chat, and phone, ensuring they are handled, monitored, and resolved in a timely manner Determine how to best triage, escalate, and/or resolve sophisticated challenges in real time for a diverse, global customer base Assist with preliminary troubleshooting and/or advising best practices across our multi-cloud suite, which may even include product updates or software configurations Craft clear, concise, and courteous communications to a diverse audience, leading our interactions with customers and other Acquians with empathy Collaborate with technical teams (T2-T3 Support, Cloud Ops, Professional Services) and non-technical teams (Customer Success Managers, Account Ops, Billing) to understand the full value of our products Utilize available resources like our knowledge based articles and internal documentation to help customers, then make updates and/or suggestions to keep improving them Requirements Experience: Minimum of 2+ years customer facing experience at a Tech company Familiarity with the subscription service business model, especially in B2B, and/or the troubleshooting process is a plus Technical Skills: Basic understanding of Mac, Linux, and Windows OS Comfortable with LAMP stack and using command line interfaces is required Exposure to databases, git basics, site development, PHP development, and/or Drupal skills will make you stand out! Unparalleled passion for assisting customers by addressing their business/technical challenges Project coordination experience is a plus. Communication Skills: Exceptional ability to connect information to people, both written and verbal, in a clear, concise, and empathetic way Team Player: You acknowledge and appreciate the effort, contributions, and compromises made by/with others. You believe in the common purpose of varying teams and keep them in mind Education: Bachelor’s degree preferred, ideally in a STEM related field Flexible Hours: ability to work in 24/7 working hours and weekends during on-call shifts and holiday coverage.