Associate Technical Support Engineer

Description:

SPS Commerce is a leading provider of cloud-based supply chain management solutions, serving a global network of retail trading partners. We foster a collaborative and inclusive work environment where innovation and continuous improvement are highly valued. Join SPS Commerce and be part of a dynamic team that’s transforming the global retail supply chain!

This is a remote role that can be based anywhere in the Philippines. However, please note that the position requires working during deep and shifting US hours, including weekends, with 2 rest days.

Position Summary: 

We're seeking multiple Associate Technical Support Engineers to join our Customer Success team. Reporting to our Revenue Office, in this role you will be responsible for providing essential product support to customers through various communication channels, resolving basic support inquiries. You will succeed by solving technical challenges, staying at the forefront of industry trends and technologies and making a difference for our customers. If you’re an excellent communicator with an interest in technical support and an eagerness to learn from experienced colleagues and mentors, this could be a great role to start your career with SPS!

Key Responsibilities:

• Provide product support to customers through various communication channels, including training on applications and tools as needed
• Provide customer support related to basic system automation and legacy products and solutions
• Assess the nature of product issues and resolve basic support inquiries promptly
• Recognize and evaluate scope and impact of a potential issue, taking appropriate action to mitigate risk across the broader network
• Diagnose customer needs and engage collaborative resources when necessary, ensuring continuous communication with customers until resolution is achieved

Required Qualifications:

• Bachelor's degree in a relevant field or equivalent work experience
• Strong verbal and written communication skills
• An interest in technical support and a commitment to continuous learning
• Effective problem-solving skills and critical thinking abilities
• Agility to adapt to shifting and concurrent priorities
• The ability to work collaboratively in a team-oriented environment

Preferred Qualifications:

• Prior experience providing SAAS customer support
• Basic understanding of Supply Chain processes, XML, and/or EDI schemas (X12, EDIFACT)
• ERP experience (NetSuite, QuickBooks, Acumatica, etc.)

Commitment to our Employees:

At SPS we power connections that drive the world of commerce forward, and our success depends on making strong decisions, fostering innovation, delivering unparalleled customer solutions, and driving outstanding business performance. We achieve this by creating an environment where every employee feels a true sense of belonging. We embrace diversity, equity, and inclusion, ensuring everyone feels accepted, valued, and empowered to make a meaningful impact.

Note: This description is intended to give you a general overview of the position and is not an exhaustive listing of duties and responsibilities.