Associate Technical Support Engineer

1 month ago

Minneapolis, Minnesota, United States National Diversity Network Full time
Associate Technical Support Engineer

US-MN-Minneapolis

Job ID:
Type: Regular
# of Openings: 1
Category: Customer Success
SPS Commerce, Inc

Overview

Hiring for September 2024

SPS Commerce is a leading provider of cloud-based supply chain management solutions, serving a global network of retail trading partners. We foster a collaborative and inclusive work environment where innovation and continuous improvement are highly valued. Join SPS Commerce and be part of a dynamic team that's transforming the global retail supply chain

Position Summary:

We're seeking an Associate Technical Support Engineer to join our Customer Support team In this role, you will provide essential product support to customers through various communication channels to resolve support inquiries. This role serves as a customer advocate in cross-functional collaborations and demonstrates agility in addressing customer issues, contributing to the overall efficiency of the technical support team. If you enjoy solving technical challenges, staying at the forefront of industry trends and technologies all while making a difference for our customers, this role could be a great fit for you

Key Responsibilities:
  • Customer Support: Provide comprehensive product and customer support through various communication channels, including training on applications and tools, addressing system automation and legacy products, offering consultation and industry education, while demonstrating empathy and anticipating customer needs for an optimal experience.
  • Issue Resolution: Assess and resolve basic product issues promptly, react agilely to critical customer issues, and maintain detailed logs of customer interactions and support activities.
  • Technical Acumen: Utilize proprietary tools for basic customer inquiries and account administration, navigate data center troubleshooting tools for updates and insights, and evaluate and mitigate potential issues to manage risks across the network.
  • Collaboration: Diagnose customer needs, engage collaborative resources, ensure continuous communication until resolution, advocate for customers in cross-functional teams, act as an intermediary for effective communication, and support team development and success.
Location:

In this hybrid role, you will be required to work onsite from our Minneapolis office 2-3 days per week.

Minimum Requirements:
  • Bachelor's degree in a relevant field or equivalent work experience
  • A strong interest in technical support and a commitment to continuous learning
  • Effective problem-solving skills, critical thinking abilities & communication
  • Agility to adapt to shifting and concurrent priorities
  • An eagerness to learn from experienced colleagues and mentors while working in a collaborative environment.
Preferred Experience
  • Prior experience providing SAAS customer support, Salesforce, Atlassian, and/or Microsoft Office applications
  • Knowledge of SPS Commerce programs, systems, and processes
  • Basic understanding of Supply Chain processes, XML, and/or EDI schemas (X12, EDIFACT)
  • Familiarity with data transmission methods (FTP, AS2, VAN)
  • ERP experience (NetSuite, QuickBooks, Acumatica, etc.)
What We Offer:

SPS Commerce offers a comprehensive package of benefits including health, dental, vision, disability and life insurance, paid time-off, 401(k), health and flexible spending accounts, stock purchase plan and more.

We value diversity, equity and inclusion and believe our differences make us, our customers and our communities stronger. We are committed to affirmative action and equal opportunity in all aspects of employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

SPS Commerce offers a comprehensive package of benefits including health, dental, vision, disability and life insurance, paid time-off, 401(k), health and flexible spending accounts, stock purchase plan and more.

EOE including disability/ veteran

PI

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