Associate Technical Support Engineer
New
S
SPS CommerceSupply chain software
This is a remote position based in the Philippines, working hours aligned to U.S. Central Time; shifts starting at either 8:00 AM or 11:00 AM Central TimeFull-TimeEntry
Salary693,900 - 1,040,900 PHP per year
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Job Details
- Required Skills
- SalesforceMicrosoft OfficeTechnical support
Requirements
- Bachelor's degree in a relevant field or equivalent work experience.
- Strong interest in technical support and commitment to continuous learning.
- Problem-solving skills and critical thinking abilities.
- Ability to adapt to shifting and concurrent priorities.
- Ability to work collaboratively in a team-oriented environment.
- Prior experience providing SaaS customer support is preferred.
- Experience with Salesforce, Atlassian, and Microsoft Office applications is preferred.
- Basic understanding of supply chain processes, XML, and/or EDI schemas such as X12 and EDIFACT is preferred.
- Familiarity with data transmission methods such as FTP, AS2, and VAN is preferred.
- ERP experience with systems such as NetSuite, QuickBooks, or Acumatica is preferred.
- The role requires working every Saturday and Sunday, with consistent weekdays off based on the assigned shift schedule.
Responsibilities
- Provide product support through various communication channels and train customers on applications and tools as needed.
- Support customers with basic system automation and legacy products and solutions.
- Assess product issues and resolve basic support inquiries promptly.
- Prioritize and respond to critical customer issues, and maintain detailed logs of customer interactions and support activities.
- Use proprietary tools and applications to address inquiries and perform account administration tasks.
- Navigate data center troubleshooting tools to update data statuses and flags and provide customer insights.
- Evaluate the scope and impact of potential issues and take appropriate action to mitigate network risk.
- Diagnose customer needs, engage collaborative resources, and communicate with customers until resolution.
- Share customer insights with product and technology teams and coordinate with internal and external parties.
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