Remote Technical Support Specialist
Full-hottg.com/ Company: Order Desk
Order Desk is a multi-channel order management app that helps ecommerce merchants automate, organize, and control their order fulfillment process. Our customers are a mix of new and established merchants in ecommerce, fulfillment companies managing stores for their clients, and internationally recognized people and brands.
About the Role:
This is a full-time technical customer support position. We primarily communicate with our customers through email.
A normal support ticket here is equivalent to an escalations ticket at another company, so if you love a challenge and you're inherently curious to know more, this is the job for you.
About You:
- You love to read and your analytical and written skills are top-notch.
- Obstacles are not roadblocks to you; they are challenges to be figured out. You’re a problem solver who likes to find solutions rather than wait to be told what to do.
- You’re not afraid to ask questions, are comfortable admitting your limitations, and see your gaps in knowledge as opportunities to grow and not flaws.
- You’re comfortable finding your way around a new software program.
- You’re someone who can be self-directed and thrive in a remote environment.
- You appreciate the balance between fun and professionalism.
- You’re collaborative and thrive on sharing your thoughts, ideas, and problem-solving strategies with a diverse team.
Requirements
- Minimum 2 years of working directly within email-based technical support in SaaS or combined technical and writing experience. Bonus points if you’ve already worked in a remote e-commerce role!
- Extensive experience troubleshooting complex software issues.
- The ability to concisely explain technical concepts in a non-technical way and a passion for meeting customers where they are in their tech knowledge.
- Fluency in both written and spoken English.
- The ability to work between Pacific Standard Time (US) hours of 9am to 6pm permanently, regardless of your physical location.
Preferred skills
- Experience troubleshooting APIs, JSON, and utilizing application log analysis.
- Sound knowledge of key data flow/transfer protocols such as SFTP and FTP.
- Experience with rule-based automation and complex settings.
- Experience helping new users implement SaaS applications in a B2B environment.
Benefits
- This is a full-time position. The salary for this role is $55,000 USD/year.
- Our international team members are hired as contractors but considered full-time, permanent members of our team.
- We offer our team members benefits like flexible time off, paid parental leave, access to wellness and health services, and a technology upgrade program to ensure everyone has all the tools they need to successfully perform their role!
- We meet up once a year for a company retreat. So far we’ve been to the US, Mexico, and Vietnam!
To Apply
We value authenticity and encourage you to let your true voice come through. Instead of a cover letter, we've provided specific questions for you to answer honestly. This allows you to showcase your skills and experience in your own words, without relying on tools like AI to speak for you. We believe in the strength of human creativity and individuality. Let us know what sets you apart and why you're the ideal candidate for our team!
Please note: Candidates who are detected using AI tools will be disqualified.
There are a few steps to our application process:
- Application Questions
- Follow-Up Questions
- Skills Test
- Video Response
- Interview(s)
If you are moved to the next round, we will contact you to let you know next steps.
This process usually takes a few weeks from start to finish, so our tiny hiring team appreciates your patience while we review each application. By the end of this process, we will follow up with everyone who applied.
Apply: 👈
⚡Please mention @remotejobshg when you apply for this job
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