Technical Support Specialist

Summary

Join Order Desk, a multi-channel order management app company, as a full-time technical customer support specialist. This role primarily involves email communication with customers, troubleshooting complex software issues, and explaining technical concepts clearly. You will be a key part of a remote, collaborative team that values quality over quantity and prioritizes customer support. The ideal candidate possesses strong analytical and written skills, enjoys problem-solving, and is comfortable working independently in a remote environment. Order Desk offers a competitive salary, flexible time off, paid parental leave, access to wellness and health services, and a technology upgrade program.

Requirements

• Minimum 2 years of experience in email-based technical support in SaaS or combined technical and writing experience
• Extensive experience troubleshooting complex software issues
• 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
• Ability to work between Pacific Standard Time (US) hours of 9am to 6pm permanently, regardless of your physical location

Responsibilities

• Communicate with customers primarily through email and occasionally via video call
• Troubleshoot complex software issues
• Explain technical concepts concisely in a non-technical way
• Meet customers where they are in their tech knowledge

Preferred Qualifications

• 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

• Flexible time off
• Paid parental leave
• Access to wellness and health services
• Technology upgrade program
• Annual company retreat