Technical Support Specialist
New
1
1840 & CompanySaaS wholesale management
Rabat, RabatFull-TimeMiddle
Salary7.8 USD per hour
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Job Details
- Experience
- Minimum of 3 years
- Required Skills
- SQLShopifyJiraRESTful APIsNetSuiteZendeskGitHubDatadogPostman
Requirements
- A minimum of 3 years of customer service/ technical support experience, preferably in a contact center or similar environment
- Proficiency with support tools like Zendesk, Datadog, Postman, Github and project management tools like Jira highly preferred
- Experience with data validation and formatting, field mapping, payloads, and SQL reporting a plus
- Exceptional written and verbal communication skills
- Ability to remain calm and empathetic under pressure
- Familiarity with APIs, Webhooks, Netsuite, Shopify is highly preferred
- Proven ability to manage your time effectively in a remote, contract-based setting
Responsibilities
- Resolve high volumes of support tickets via email and occasionally video calls, adhering to established SLAs
- Diagnose and resolve issues related to data integrations (eg. API, Flat-file) with investigative mindset
- Maintain an in-depth understanding of our evolving SaaS product suite to provide accurate guidance and workarounds
- Contribute to our internal knowledge base by writing clear technical articles and FAQ guides
- Effectively document and escalate reproducible bugs to the Engineering team via Jira
- Collaborate with Customer Success, Integrations, Data Team, and Engineering to ensure alignment across all teams
- Meet CSAT, efficiency metrics and issue resolution targets while providing optimal customer service
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