Technical Support Specialist
Technical Support Specialist
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Job Description
About the Role:
- This is a fulltime technical customer support position. We primarily communicate with our customers through email and to a lesser extent by video call.
- A normal support ticket here is equivalent to an escalations ticket at another company so if you love a challenge and youre inherently curious to know more this is the job for you.
About You:
- You love to research and your analytical and written skills are topnotch.
- Obstacles are not roadblocks to you; they are challenges to be figured out. Youre a problem solver who likes to find solutions rather than waiting to be told what to do.
- Youre not afraid to ask questions are comfortable admitting your limitations and see your gaps in knowledge as opportunities to grow and not flaws.
- Youre comfortable finding your way around a new software program.
- Youre someone who can be selfdirected and thrive in a remote environment.
- You appreciate the balance between fun and professionalism.
- Youre collaborative and thrive on sharing your thoughts ideas and problemsolving strategies with a diverse team.
- Youre receptive to feedback and can appreciate a gentle no with multiple redirections until you arrive at a solution with a firm and confident yes.
- Youre looking for stability in your career and gaining several years of experience before looking to grow in any other direction.
Qualifications :
Requirements
- Minimum 2 years of working directly within emailbased technical support in SaaS or combined technical and writing experience. Bonus points if youve already worked in a remote ecommerce role!
- Extensive experience troubleshooting complex software issues.
- The ability to concisely explain technical concepts in a nontechnical way and a passion for meeting customers where they are in their tech knowledge.
- Fluency in both written and spoken English.
- The ability to work between Pacific Standard Time (US) hours of 9am to 6pm permanently regardless of your physical location.
Preferred skills
- Experience troubleshooting APIs JSON and utilizing application log analysis.
- Sound knowledge of key data flow/transfer protocols such as SFTP and FTP.
- Experience with rulebased automation and complex settings.
- Experience helping new users implement SaaS applications in a B2B environment.
Order Desk is committed to breaking structural barriers within our hiring process and driving fair hiring practices in our workplace. Women and underrepresented minorities (URMs) continue to be underrepresented within our industry. Research has shown women and people of color disproportionately do not apply for jobs where they do not meet 100% of the requirements.Regardless of whether or not you identify as one of these groups if you meet most of the technical requirements and this role aligns with your career goals then we encourage you to bet on yourself and apply!
Additional Information :
Benefits
This is a fulltime position. The salary range for this role is $55000 $58000 USD/year. We base our offer on your skills experience and role alignment.
Our international team members are hired as contractors but considered fulltime permanent members of our team.
We offer our team members benefits like flexible time off paid parental leave access to wellness and health services and a technology upgrade program to ensure everyone has all the tools they need to successfully perform their role!
We meet up once a year for a company retreat. So far weve been to the U.S. Mexico and Vietnam!
To Apply
We value authenticity and encourage you to let your true voice come through. Instead of a cover letter weve provided specific questions for you to answer honestly. This allows you to showcase your skills and experience in your own words without relying on tools like AI to speak for you. We believe in the strength of human creativity and individuality. Let us know what sets you apart and why youre the ideal candidate for our team!
Please note: Candidates who are detected using AI tools will be disqualified.
There are a few steps to our application process:
- Application Questions
- FollowUp Questions
- Skills Test
- Video Response
- Interview(s)
If you are moved to the next round we will contact you to let you know next steps.
This process usually takes a few weeks from start to finish so our tiny hiring team appreciates your patience while we review each application. We will follow up with everyone who applied by the end of this process.
*If you havent heard from us within two weeks please get in touch with us!
Remote Work :
Yes
Employment Type :
Fulltime
Employment Type
Remote
