Support Specialist - North America

Job Description

We are seeking a skilled Support Specialist to join our growing team. The ideal candidate will provide technical assistance and support to our remote retail clients, ensuring smooth and efficient operation of their E-commerce Fulfillment Center systems and technology. This role is located in our Boston office, and the candidate should be prepared for occasional extended work hours and be available to respond to urgent matters outside of standard working hours. A day in a life of our Support Specialist: Morning. A global retail client is emailing about having issues with receiving new stock into our systems. This is peak replenishment time for him and so you get on the phone with the associate and explain the 3 steps necessary to ensure smooth operation, as well as escalate to our R&D team to look for root cause as you document the issue, and make a note to proactively check with the client tomorrow morning how things are going.

Education Requirements

BA degree or technical education

Work Reqirements

Key Responsibilities:

Provide remote technical support to clients experiencing hardware, software, or operational issues.
Diagnose and resolve technical issues through effective problem-solving and communication.
Respond to customer inquiries and concerns in a timely manner, ensuring a high level of customer satisfaction.
Collaborate with internal teams to escalate and resolve complex technical issues.
Document and maintain accurate records of support activities, solutions, and customer interactions.
Assist in creating and updating support documentation and knowledge base articles.

Qualifications:

3-5 years of experience as a Support Specialist for systems involving both hardware and software.
Customer-oriented mindset with a focus on providing exceptional service to time-pressing issues. Strong knowledge of IT systems, networking, and troubleshooting methodologies.
Familiarity with remote support tools and software.
Time-management skills and the ability to prioritize tasks effectively.

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