Swap · 5 hours ago

Senior Technical Support Specialist (EST time zone)

United States

Full-time

Remote

Mid, Senior Level

3+ years exp

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E-CommerceFinance

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Responsibilities

Serve as a technical contact for clients, responding to their inquiries and troubleshooting technical issues related to our e-commerce software's order return and outbound shipping functionalities.

Conduct thorough investigation and diagnosis of reported issues, utilising available resources and collaborating with internal teams to identify and implement effective resolutions.

Guide clients through the configuration and setup of our software's features, ensuring they understand and utilise the platform's capabilities to their fullest potential.

Document and maintain accurate records of customer interactions, inquiries, troubleshooting steps, and resolutions in our ticketing system, ensuring a comprehensive knowledge base for future reference.

Identify opportunities to streamline and optimise processes, both internally and for clients, to enhance the efficiency and effectiveness of our order return functionalities.

Support the Technical Support Manager with projects as needed.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Technical Support ExperienceAPIsCustomer Support ExperienceTicketing SystemsCRM SoftwareE-commerce Order ManagementLogistics ProcessesPostmanCollaboration Over Time Zones

Required

Must be located on the East Coast and have the ability to sync with CET time zone for initial training period.

Minimum of 3-5 years experience in a technical support role.

Minimum of 2 years experience in a customer support or customer-facing role.

Experience with APIs and API tools such as Postman.

Strong technical aptitude and a demonstrated technical mindset, with the ability to grasp complex concepts quickly and troubleshoot software issues effectively.

Proven ability to work collaboratively over different time zones.

Ability to work independently in a fast-paced, dynamic environment, effectively managing multiple priorities and meeting deadlines.

Exceptional problem-solving skills and the ability to think analytically and logically to diagnose and resolve complex technical issues.

Customer-focused mindset with a passion for delivering exceptional customer support and driving customer satisfaction - including jumping on the occasional client call.

Good time management, prioritisation, and multitasking abilities.