Support Technician I - Temporary Contract

WHO WE ARE

Seagull Software, LLC, is a global leader in real-time, item-level visibility and label management solutions, dedicated to powering the world’s most complex supply chains with innovative tools for traceability, authentication, and automated inventory management. Our BarTender™️ platform enables businesses across all industries to design, manage, print, and automate the production of labels, barcodes, and RFID tags, ensuring seamless tracking and compliance for over 100 billion unique identifiers each year. Leveraging the Mojix™️ high-security, scalable SaaS traceability platform, Seagull delivers end-to-end intelligence, harmonizing data to drive operational efficiency, enhance customer experiences, and reduce risk. Learn more at www.seagullsoftware.com. 
 
We’re a growing, profitable, mid-size business with over a 40-year history of leading in our field. Headquartered in Redmond, Washington, with offices across the United States, Europe, and Asia, Seagull empowers businesses worldwide to keep their products moving, traceable, and safe. You’ll work with global, talented, and diverse teams, passionate about what they do and its impact on everyone, everywhere. Join us and help shape the way the world works. 
 
LOCATION / WORK HOURS

This is a 3-month contract position working remotely in the US. Shift hours are from 7:00 AM - 3:30 PM EDT. Some infrequent, on-call weekend work may be required. 

JOB SUMMARY

You are a self-motivated, customer support professional with strong computer aptitude. You are dedicated to providing outstanding bilingual customer service and eager to learn new technical skills to make a real difference in a growing, international company. You are a strong team player who appreciates excellence, who is passionate about their work and fair in their interactions with people.

ESSENTIAL JOB FUNCTIONS / RESPONSIBILITIES

As a direct contractor on our collaborative Technical Support Team, you will be the first line of communication with our external customers, providing technical assistance on Seagull Software on-prem and SaaS solutions and printer drivers. We consider our technical support to be a vital part of the products we sell and want it to be the best.  

 You will:

• Be the first point of contact with external customers over email, chat, and phone.
• Provide support to customers by identifying, troubleshooting, and resolving technical issues relating to our enterprise software and third-party applications.
• Escalate issues to higher support tiers, as needed.
• Research and answer miscellaneous questions about software capabilities from resellers and end users.
• Identify and record details about support tickets and contribute to the documentation and the Knowledge Base.
• Play a vital role in suggesting improvements to our product.
• Work closely with other departments, including Engineering, IT, QA and Sales.
• Take on special tasks and projects, such as report writing, product documentation, suggest improvements for our products and programming.
• Above all, provide a World-Class customer experience.

REQUIRED EXPERIENCE, SKILLS & ABILITIES

• 2+ years’ prior experience as a technical support representative, demonstrating excellent customer service and troubleshooting skills.
• Strong knowledge of Windows operating systems.
• Technical aptitude, with the ability to quickly learn and work with new software.
• Strong written and verbal English communication skills, with the ability to speak and write clearly and communicate effectively. Fluency in other languages is a plus. 
• Problem-solving ability and active listening skills.
• Ability to successfully collaborate with different teams, as well as being self-motivated to work individually.
• Some shifts may require weekend work.

EDUCATION

• Computer Science Degree or Technology Certification or equivalent experience.
• Completion of CompTIA A+ certification preferred.

TERMS OF CONTRACT

• Starting hourly rate of $24.50 per hour (overall salary band $22.30 - $32.69 per hour).
• This is a 3-month temporary contract with potential for extension.
• You will need to be set up legally as a direct contractor / self-employed.
• Direct contract roles are not eligible for benefits.
• Prior to the start of your contract, you must provide documentation proving authorization to work in the US without visa sponsorship and complete a background check.

OUR CULTURE

We offer a dynamic, culturally diverse, and fun environment where people with energy, creativity, and passion work together to deliver amazing product experiences for our customers. Join a team where your background is valued and respected, and your unique insights and ideas contribute to building a culture of diversity, equity, and inclusion. 

EQUAL EMPLOYMENT OPPORTUNITY

Seagull Software, LLC, is proud to provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of recruiting and employment.