Technical Support Representative I

Seagull Software, LLC, is a global leader in real-time, item-level visibility and label management solutions, dedicated to powering the world's most complex supply chains with innovative tools for traceability, authentication, and automated inventory management. Our BarTender platform enables businesses across all industries to design, manage, print, and automate the production of labels, barcodes, and RFID tags, ensuring seamless tracking and compliance for over 100 billion unique identifiers each year. Leveraging the Mojix high-security, scalable SaaS traceability platform, Seagull delivers end-to-end intelligence, harmonizing data to drive operational efficiency, enhance customer experiences, and reduce risk.

This role can be performed as hybrid in the Redmond, Washington, area, or as a remote position in the US. It requires working an 8.5 hour shift between the hours of 7AM - 6PM PST. Some weekend work may be required.

You are a self-motivated, customer support professional with strong computer aptitude. You are dedicated to providing outstanding customer service and eager to learn new technical skills to make a real difference in a growing company as part of a global team.

As part of our collaborative Technical Support Team, you will be the first line of communication with our external customers, providing technical assistance on Seagull Software on-premises and SaaS solutions (our main product being BarTender), and our printer drivers. We consider our technical support to be a vital part of the products we sell and want it to be the best. You will:

• Be the first point of contact with external customers over email, chat, and phone.
• Provide support to customers by identifying, troubleshooting, and resolving technical issues relating to our enterprise software and third-party applications.
• Escalate issues to higher support tiers, as needed.
• Research and answer miscellaneous questions about software capabilities from resellers and end users.
• Identify and record details about support tickets and contribute to the documentation and the Knowledge Base.
• Play a vital role in suggesting improvements to our product.
• Work closely with other departments, including Engineering, IT, QA and Sales.
• Have the opportunity to take on special tasks and projects, such as report writing, product documentation, suggest improvements for our products and programming.
• Above all, provide a World-Class customer experience.

What We Require:

• Prior experience as a technical support representative, demonstrating excellent customer service and troubleshooting skills.
• Strong knowledge of Windows operating systems.
• Technical aptitude, with the ability to quickly learn and work with new software.
• Strong written and verbal communication skills, with the ability to speak clear English and communicate effectively.
• Problem-solving ability and active listening skills.
• Ability to successfully collaborate with different teams, as well as being self-motivated to work individually.
• Some shifts may require weekend work.

Preferred Qualifications/Education:

• Computer Science Degree or Technology Certification
• Completion of CompTIA A+ certification
• Spanish fluency (stipend may apply)

Compensation & Benefits:

• The assigned salary band for this full-time job is $46,400 - $68,000 per year, with starting pay of $24.00 per hour and eligibility for a bi-annual bonus. The specific starting salary offered to a candidate may be influenced by various factors, including but not limited to the candidate's relevant experience, education, or location.
• Excellent medical, dental, and vision plan
• 401K with 100% employer matching up to 3.0% with immediate vesting.
• Accrual of 21 days of PTO (combined vacation and sick days) per year for the first four years of employment, with additional accrual increases for years of service
• 10 paid company holidays per calendar year
• Company-paid life insurance, short-term and long-term disability benefits
• Tuition-reimbursement benefits
• Free parking (Redmond office)

Terms Of Employment:

Upon hire, you must be able to provide documentation that proves authorization to work in the US without visa sponsorship.

Our Culture:

We are Fair, we are Passionate, we appreciate Excellence, and we act as a Team. We offer a dynamic, culturally diverse, and fun environment where people with energy, creativity, and passion work together to deliver amazing product experiences for our customers. Join a team where your background is valued and respected, and your unique insights and ideas contribute to building a culture of diversity, equity, and inclusion.

Equal Employment Opportunity:

Seagull Scientific, LLC, is proud to provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of recruiting and employment.