Associate Technical Support Engineer

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Deliver product support to clients through multiple communication channels, including training on applications and tools as required.

• Assist customers with basic system automation as well as legacy products and solutions.

• Offer fundamental consultation on customer products and provide industry education.

• Evaluate product issues and promptly resolve basic support inquiries.

• Recognize, prioritize, and respond to critical customer challenges.

• Keep detailed records of customer interactions and support activities.

• Utilize proprietary tools and applications to manage customer inquiries and perform account administration duties.

• Navigate data center troubleshooting tools to update data statuses and flags, providing insights to customers.

• Assess the scope and potential impact of issues and take measures to reduce broader network risks.

• Diagnose customer needs and involve collaborative resources when necessary.

• Maintain ongoing communication with customers until issues are resolved.

• Work collaboratively with internal teams and advocate for customers in cross-functional efforts.

• Share customer insights with product and technology departments.

• Facilitate communication and resolution among relevant internal and external stakeholders.

• Contribute to and participate in the overall success and development of the team.

⛳️ Requirements

• Bachelor’s degree in a relevant discipline or equivalent professional experience.

• Strong enthusiasm for technical support and a dedication to continuous learning.

• Proficient problem-solving and critical-thinking abilities.

• Capacity to adapt to changing and simultaneous priorities.

• Exceptional written and verbal communication skills.

• Willingness to learn from seasoned colleagues and mentors.

• Ability to work effectively in a team-oriented environment.

• Previous experience in providing SaaS customer support is preferred.

• Familiarity with SPS Commerce programs, systems, and processes is preferred.

• Experience with Salesforce, Atlassian, and Microsoft Office applications is preferred.

• Basic knowledge of supply chain processes, XML, and/or EDI schemas (X12, EDIFACT) is preferred.

• Understanding of data transmission methods (FTP, AS2, VAN) is preferred.

• ERP experience, such as with NetSuite, QuickBooks, or Acumatica, is preferred.

• Availability to work Saturdays and Sundays, with two consecutive weekdays off.

• Flexibility to work deep and varying US hours.

🏝️ Benefits

• Comprehensive benefits package aimed at supporting employees' health, well-being, and financial security.

• Benefits are tailored to each country and comply with local laws and market standards.

• Opportunities for training and visibility across different roles.

• Diverse career paths and opportunities for professional growth.

• Resources available for success and career development.

• An inclusive workplace committed to belonging, diversity, equity, and inclusion.

• Affirmative action and equal opportunity in employment.