Remote Technical Support Specialist

May 16, 2024

Job Description

Order Desk is a versatile order management application designed to help e-commerce merchants automate, streamline, and manage their order fulfillment. Our clientele ranges from new and established merchants to fulfillment companies managing stores for clients, and includes internationally recognized individuals and brands.

About Us:

  • Customer Support: We see customer support as crucial to creating an excellent product. Every team member supports our user base, ensuring we stay connected with our customers and have an in-depth understanding of our product.
  • Diversity and Inclusion: We are committed to creating a workplace where everyone feels safe, comfortable, heard, and valued.
  • Self-Funded: We focus on responsible growth and creativity, prioritizing our customers’ needs over investors’ demands to develop a useful and accessible product.
  • Remote Work: We believe in the future of remote work, allowing us to connect globally. We trust our employees to manage their time effectively, even while handling time-sensitive support tasks.
  • Quality Over Quantity: We do not measure success through metrics or KPIs. While productivity and response times matter, our priority is providing exceptional support and empathy to our customers.
  • Generosity: We foster a culture of learning and sharing, making decisions collectively based on our collective wisdom and experience.

About the Role:

  • Position: Full-time technical customer support, primarily through email.
  • Challenge: Our support tickets are equivalent to escalation tickets at other companies, ideal for those who enjoy challenges and are curious.
  • Fair Hiring Practices: We strive to eliminate structural barriers in our hiring process and promote fair hiring practices. We encourage all qualified candidates, particularly women and underrepresented minorities, to apply even if they don’t meet all the requirements.

About You:

  • Skills: You have excellent reading, analytical, and writing skills.
  • Problem Solver: You see obstacles as challenges and are proactive in finding solutions.
  • Curiosity: You’re unafraid to ask questions and view gaps in knowledge as growth opportunities.
  • Tech-Savvy: You can navigate new software programs.
  • Self-Directed: You thrive in a remote work environment.
  • Balanced: You balance fun and professionalism.
  • Collaborative: You enjoy sharing ideas and strategies with a diverse team.

Requirements:

  • At least 2 years of experience in email-based technical support in SaaS or a combination of technical and writing experience. Remote e-commerce experience is a plus.
  • Extensive experience troubleshooting complex software issues.
  • Ability to explain technical concepts in simple terms and a passion for meeting customers at their level of tech knowledge.
  • Fluency in written and spoken English.
  • Availability to work PST hours (9am to 6pm).

Preferred Skills:

  • Experience troubleshooting APIs, JSON, and analyzing application logs.
  • Knowledge of data transfer protocols like SFTP and FTP.
  • Experience with rule-based automation and complex settings.
  • Experience helping new users implement SaaS applications in a B2B environment.

Benefits:

  • Position: Full-time with a salary of $55,000 USD/year.
  • Contractors: International team members are contractors but are considered full-time, permanent staff.
  • Perks: Flexible time off, paid parental leave, wellness and health services access, and a technology upgrade program.
  • Retreats: Annual company retreats; past locations include the US, Mexico, and Vietnam.

To Apply:

  • We value authenticity and encourage you to express your true self. Instead of a cover letter, answer our specific questions honestly to showcase your skills and experience in your own words.
  • Candidates detected using AI tools for application responses will be disqualified.
  • Application Process: Includes application questions, follow-up questions, a skills test, a video response, and interviews.
  • We will contact candidates who move to the next round and appreciate your patience during the review process. Everyone who applies will receive a follow-up.