Technical Support Specialist

Position: Technical Support Specialist

Number of hours: 40 hours/week

Schedule: Day shift, EST

Tasks required:

• Provide prompt and effective technical support to clients using the companys logistics software and systems through various communication channels, including phone, email, and chat

• Resolve product or service problems by clarifying the customers complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution

• Troubleshoot and distinguish technical issues while ensuring timely and accurate resolution

• Escalate complex technical issues to the appropriate teams or specialists within the company while maintaining open communication with clients regarding the status and progress of their cases

• Create and maintain technical support documentation, including FAQs, troubleshooting guides, and user manuals, to assist clients in finding answers to common questions

• Ensure the success and satisfaction of valued e-commerce clients by following up with them to ensure that the technical issues are fully resolved and that they are satisfied with the solutions provided

• Gather and document client feedback and suggestions for system improvements or enhancements. Share this feedback with the product development team to contribute to the ongoing improvement of our services

• Offer guidance and training to clients and peers on how to effectively use clients software and systems as well as helping them maximize their efficiency and effectivity in the tasks

• Collaborate with cross-functional teams, including Sales, Product Development, and Operations, to ensure a seamless client experience and address any systemic issues

• Other ad hoc tasks that would be assigned

Requirements:

• Proven work experience as a Technical Support Specialist or relevant role is required

• Prior experience in tech support, desktop support, or a similar role.

• Working knowledge of relevant computer programs (e.g. CRM software,) and telephone systems

• Experience with remote desktop applications and help desk software is required

• Experience with E-commerce is preferred

• Strong technical attitude and familiarity with Shopify, ShipStation, DesktopShipper, Extensiv or other 3PL software is a huge advantage

• Excellent verbal and written English communication skills

• Knows how to craft responses and do meaningful conversations

• High sense of professional and interpersonal communication, especially when communicating with clients and potential customers

• Self-disciplined and organized; able to consistently produce quality work with limited supervision

• High attention to detail and good problem-solving skills

• Ability to multitask, prioritize and manage time effectively