Associate Technical Support Engineer

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

📋 Description

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

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

• Offer basic consultations regarding customer products and provide industry education.

• Promptly evaluate and resolve basic product support inquiries.

• Keep detailed records of customer interactions and support activities.

• Utilize proprietary tools and applications for handling customer inquiries and account management.

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

• Assess the scope and potential impact of issues, taking action to minimize broader network risks.

• Identify customer needs and coordinate with collaborative resources to achieve resolutions.

• Work alongside internal teams as a customer advocate and share insights with product and technology departments.

• Serve as a liaison between internal and external stakeholders to enhance communication and resolve issues.

• Participate in and contribute to team development and overall success.

⛳️ Requirements

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

• Strong enthusiasm for technical support with a dedication to ongoing learning.

• Proficient problem-solving skills and critical thinking capabilities.

• Ability to adjust to changing and simultaneous priorities.

• Exceptional written and verbal communication skills.

• Willingness to learn from seasoned colleagues and mentors.

• Capacity to work effectively in a team-focused environment.

• Previous experience in providing SAAS customer support is preferred.

• Familiarity with SPS Commerce programs, systems, and procedures 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.

• Experience with ERP systems (NetSuite, QuickBooks, Acumatica, etc.) is preferred.

• Must be available to work every Saturday and Sunday, with shifts beginning at either 8:00 AM or 11:00 AM Central Time.

• Working hours must align with U.S. Central Time.

🏝️ Benefits

• Comprehensive benefits package designed to promote employees’ health, well-being, and financial security.

• Benefits vary by country and comply with local laws and market standards.

• Consistent weekdays off determined by the assigned shift schedule.