Technical Support Specialist

Job Description

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 Us:

• We view customer support as essential to making a good product. We consider customer support vital in crafting a great product, so everyone supports our user base, ensuring we stay connected with customers and understand our product inside out.
• We are committed to diversity and inclusion. We are serious about everyone on our team feeling safe, comfortable, heard, and valued at work.
• We are self-funded. We are committed to growing responsibly and working creatively within the constraints of our progress. Our goal is to make a useful, accessible product based on the needs of our customers, not the demands of investors.
• We believe that remote work is the future. Being a remote company allows us to connect to a team of people from all around the world. We also understand that each person has their unique approach to their workflow and we trust our employees to manage their own time within their set working hours while keeping in mind that Support does include time-sensitive work.
• We believe in quality, not quantity. We don’t use metrics or KPIs to measure the success of our teams. While productivity and response times are important, providing stellar support and empathy to our customers is the priority.
• We are generous. We teach and learn from each other daily. Decisions are often made collectively based on the wisdom and experience we each bring to the conversation.

About the Role:

• This is a full-time technical customer support position. We primarily communicate with our customers through email and to a lesser extent by video call.
• 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 research 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 waiting 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.
• You’re receptive to feedback and can appreciate a gentle no, with multiple redirections until you arrive at a solution with a firm and confident yes.
• You’re looking for stability in your career and gaining several years of experience before looking to grow in any other direction.

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.

Order Desk is committed to breaking structural barriers within our hiring process and driving fair hiring practices in our workplace. Women and underrepresented minorities (URMs) continue to be underrepresented within our industry. Research has shown women and people of color disproportionately do not apply for jobs where they do not meet 100% of the “requirements.”Regardless of whether or not you identify as one of these groups, if you meet most of the technical requirements and this role aligns with your career goals, then we encourage you to bet on yourself and apply!

Benefits

This is a full-time position. The salary range for this role is $55,000 - $58,000 USD/year. We base our offer on your skills, experience, and role alignment.

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 U.S., 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:

1. Application Questions
2. Follow-Up Questions
3. Skills Test
4. Video Response
5. 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. We will follow up with everyone who applied by the end of this process.

*If you haven’t heard from us within two weeks, please get in touch with us!