Technical Support Specialist

Job description

Who We Are: Backed by Battery Ventures, Canaan Partners & ITOCHU, Our Client is a Series C start-up that provides the world's most recognized brands and retailers with a digital wholesale management platform that transforms the way these businesses work. With a CEO recently named a “Woman to Watch in 2020” by Luxury Daily, and a CTO from Google, Our Client is attracting top talent to drive market dominance. We have 140 employees in 10 global offices, including NYC, Philadelphia, LA, Milan, London, Madrid, Melbourne, Berlin and Tokyo. And, we are continuing to grow in a smart, sound way. Founded in 2010, Our Client now services 12,500+ brands across 53 categories, 300,000+ retailers in 144 countries, and manages an incredible $[1.5B](http://1.5B) in gross merchandise volume (GMV) each and every month Clients include major retailers, like Neiman Marcus and Harrods; e-commerce players like ShopBop; and key influencers like Dover Street Market. Leading men's and women's brands include everyone from Tory Burch, Jimmy Choo, Alexander McQueen, Berluti, The Row and thousands more. ### What You’ll Do: - Resolve high volumes of support tickets via email and occasionally video calls, adhering to established SLAs - Diagnose and resolve issues related to data integrations (eg. API, Flat-file) with investigative mindset - Maintain an in-depth understanding of our evolving SaaS product suite to provide accurate guidance and workarounds - Contribute to our internal knowledge base by writing clear technical articles and FAQ guides - Effectively document and escalate reproducible bugs to the Engineering team via Jira - Collaborate with Customer Success, Integrations, Data Team, and Engineering to ensure alignment across all teams - Meet CSAT, efficiency metrics and issue resolution targets while providing optimal customer service ### What We’re Looking For: - A minimum of 3 years of customer service/ technical support experience, preferably in a contact center or similar environment - Proficiency with support tools like Zendesk, Datadog, Postman, Github and project management tools like Jira highly preferred - Experience with data validation and formatting, field mapping, payloads, and SQL reporting a plus - Exceptional written and verbal communication skills; ability to remain calm and empathetic under pressure - Familiarity with APIs, Webhooks, Netsuite, Shopify is highly preferred - Proven ability to manage your time effectively in a remote, contract-based setting ### What We Offer: - Need a break? “Mental Health Day” options - We want you at your best! - Regular virtual social events, including happy hours, lunch & learns, games and speaker series - Transparency into the state of our business via monthly all-hands meetings, showcasing the company’s performance in relation to revenue and growth We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.