Technical Support Specialist

About The Role

This role is with a multi-channel order management application that assists eCommerce merchants in automating, organizing, and controlling their order fulfillment processes. The customer base includes a mix of new and established merchants, fulfillment companies, and recognized brands.

– **Customer support is essential to product excellence.** Customer support plays a critical role in crafting a top-notch product. Everyone on the team actively engages with users, ensuring a deep understanding of the product and customer needs.

– **Commitment to diversity and inclusion.** The organization is dedicated to fostering an environment where team members feel safe, comfortable, heard, and valued.

– **Self-funded growth.** The hiring company is focused on sustainable growth and creativity, developing a valuable product based on customer needs rather than investor demands.

– **Remote work as a future standard.** Being a remote-first organization enables collaboration with a diverse team globally. Employees are trusted to manage their own time while being mindful that support can involve time-sensitive work.

– **Quality over quantity.** The team believes in prioritizing stellar support and empathy for customers, rather than relying on metrics or KPIs to measure success.

– **Generosity in learning and decision-making.** The team values ongoing learning, collective wisdom, and shared decision-making.

– This full-time technical customer support position primarily involves communication with customers via email and occasionally through video calls.

– Normal support tickets are equivalent to escalated tickets at other companies, making this a great opportunity for those who thrive on challenges and possess a natural curiosity.

About You

– You have strong research skills and demonstrate excellent analytical and written communication abilities.

– Challenges to you are opportunities for problem-solving rather than roadblocks. You prefer finding solutions independently rather than waiting for guidance.

– You’re open to asking questions and acknowledge your limitations, seeing areas for growth as opportunities rather than shortcomings.

– You are comfortable navigating new software applications.

– You excel in a self-directed, remote work environment.

– You value both professionalism and the importance of a fun workplace.

– You thrive on collaboration and enjoy sharing your ideas and problem-solving strategies with a diverse group.

– You appreciate constructive feedback and can navigate through redirections to achieve a firm, confident solution.

– You are looking for a stable career path to gain experience before seeking to advance in other directions.

Requirements

– A minimum of 2 years of experience in email-based technical support within SaaS or relevant technical and writing experience. Bonus points for prior experience in a remote eCommerce role!

– Extensive experience troubleshooting complex software issues.

– Ability to clearly explain technical concepts in simple terms while meeting customers at their level of technical knowledge.

– Fluency in both written and spoken English.

– Availability to work during Pacific Standard Time (US) hours of 9 AM to 6 PM, regardless of location.

Preferred Skills

– Experience troubleshooting APIs, JSON, and performing application log analysis.

– Solid understanding of data transfer protocols such as SFTP and FTP.

– Familiarity with rule-based automation and complex settings.

– Experience assisting new users with SaaS application implementation in a B2B environment.

Benefits

This is a full-time position with a salary range of $55,000 – $58,000 USD/year, which is determined by your skills, experience, and alignment with the role.

International team members are engaged as contractors but are considered full-time, permanent participants of the organization.

Benefits include flexible time off, paid parental leave, wellness and health services, and a technology upgrade program to equip all members with essential tools for success!

Annual company retreats offer opportunities for team bonding in various locations, including the U.S., Mexico, and Vietnam.