It all starts with people. Inside every company, behind every brand – while business success is often measured in profit, it has always been powered by people. We firmly believe people are the heart of any organization – including our own. That’s why a career here provides much more than simple pay and perks. We’re dedicated to empowering people, solving tough problems, and helping careers flourish inside and out.
Position Summary:
The Software Support Technician (SST) combines sound troubleshooting methodology, strong verbal and written communication skills, and a focus on providing exemplary customer service. The SST works in a collaborative, team-based environment to achieve timely and efficient resolution to customer and internal inquiries. This role typically reports to a Software Support Manager.
Responsibilities:
Acquire and maintain competency in internal and external software components relevant to reaching a positive and professional resolution to requests for assistance. Use probing and questioning skills to conduct root cause analysis, determine next steps, and communicate resolution instructions efficiently, professionally, and concisely. Identify and verify the scope and impact of critical issues in the application infrastructure. Work independently to achieve company and departmental expectations for quality and productivity. Adapt communication style appropriately, based on the expertise and experience of the case originator.
Requirements:
1-2 years experience providing web-based software support
Knowledge of eBay, Amazon, Rakuten or other online marketplaces
Knowledge of comparison shopping sites (Google Base, PriceGrabber, Shopping.com, Yahoo!) HTML, FTP, SQL and other web related protocols and languages (such as javascript, ASP, etc…)
Experience using Salesforce.com as a case management too
What it’s like to work at ChannelAdvisor, a CommerceHub Company
We take a whole-person approach to engage and support our global team. We believe the diversity of our global team is an advantage. If you’re curious, innovative, determined, and customer-focused, then you’ll love the challenge and rewards of collaborating as a team to help our customers win. We offer competitive compensation programs that recognize your hard work and results. Because when our customers win, we win. And when we win, you win.
We work to create an environment where everyone who is committed, works hard, and delivers results can thrive and grow. You can connect with one of our employee resource groups and support our diversity, equity and inclusion task force, network with like-minded team members, and showcase your leadership skills.
Benefits:
Medical coverage provided through Irish Life Health; premiums paid by the company
Competitive time off package with 23 Days of PTO, 2 Wellness days and 1 Give Back Day
Flexibility to choose where you work – at home with a remote stipend, in the office, or both!
Access to tools to support your wellbeing such as the Calm App, MoveSpring and an Employee Assistance Program
Professional development stipend and learning and development offerings to help you build the skills and connections you need to move forward in your career.
Charitable contribution match per team member
ChannelAdvisor, a CommerceHub Company, is an Equal Employment Opportunity Employer. We celebrate diversity and are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.
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