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Customer Tech Support III

Issaquah, WA

 

What's the Short Version?

The Customer Tech Support III role provides Tier I support for IT Operations team. They combine business and technical analysis with entry level project management for the integration channel. This position acts as the liaison between customers (internal and external) and IT to assist in problem resolution, documenting issues and customer testing.

 

What Will You Be Doing?

  • Guide customers through the Web Services, EDI, and Flat File integration onboarding processes; act as liaison between the customer, IT, Marketing, Inside and Outside Sales team.
  • Track and proactively follow up with customers that have started but not completed the integration onboarding process.
  • Define and document customer requests and onboarding processes in Jira, ADO, and Confluence.
  • Ensure Onboarding support documents and specifications are up-to-date for all Integration channels.
  • Identify and understand customer’s integration needs, product information and image requests.
  • Manage the Tier I Support inbox and respond/track all issues pertaining to integration.
  • Act as a SME on Integration Channel offerings and guide customers to appropriate solutions based on their needs.
  • Conduct initial troubleshooting and analysis of incoming issues; work closely with Tier II support team for further assistance.
  • Work closely with development staff and Project Managers to communicate customer requirements and provide updates for ongoing integration projects and issues.
  • Work with 3rd Party Service Providers to update databases and perform audits to ensure they have accurate and up-to-date data.
  • Develop a strong relationship with Sales, Marketing, Service Providers and our Customers to help drive the growth of our integration services.
  • Utilize and maintain the support Knowledge Base for implementing solutions and documents new solutions.
  • Assist and train new team members with onboarding applications to ensure support continuity and back up.
  • Perform other duties as assigned.
  • Comply with all policies and standards.

 

What Are We Looking For?

  • 4-6 years of experience in an organized software support environment with in-depth knowledge of support methodologies & principles or equivalent education.
  • System and Data Analysis experience is preferred.
  • Ability to self-manage in times of stress, and independently make timely decisions in alignment with business goals.
  • Ability to drive change and process improvement in a loosely structured environment.
  • Excellent customer service skills.
  • Extremely high level of written and verbal communication skills; ability to document ideas concisely and quickly.
  • Ability to multi-task, and work effectively and positively in fast paced environment.
  • Ability to take ownership of an issue or a project and the dedication to see it through to completion.
  • Ability to communicate technical information and interact with many different skill sets.
  • Good understanding of SQL, mySQL, Web Services, XML, Data Modeling.
  • Advance knowledge of MS Office applications (Excel, Work, PowerPoint) - ability to use applications, understand how they work with together, and troubleshoot problems.

 

What's Our Offer?

Salary Range: You`ll earn between $28.85 - $36.06 on an hourly basis, depending on experience.

 

Bonus: You`ll be eligible for an annual discretionary bonus up to 5% of base salary.

 

Paid Time Off: You`ll accrue paid time off on a weekly basis based on hours worked up to 112 hours per year to start. Employees also receive 8 paid holidays and 1 paid family day off.

 

Additional Benefits:

  • Comprehensive medical, dental, and vision benefits
  • 401k plan and matches $1 for $1 up to 4% of earnings, matched & vested at every pay cycle
  • Life insurance
  • Short/long-term disability coverage
  • Paid maternity/paternity leave
  • Pet insurance

 

What Should You Expect?

Hybrid: SanMar's Eastpointe office is located in Issaquah, WA in the Seattle metropolitan area. Employees are required to work in our offices Tuesday through Thursday each week and additional days may be added based on business needs. Our standard working hours are 8:00-5:00 PST. While performing the duties of this job, the employee is regularly required to sit; reach with hands and arms and talk or hear. The employee is frequently required to use hands to finger, handle or feel. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. Work environment is moderately quiet. Ability to work on computer for multiple hours with frequent interruptions. Quarterly travel may be required.

 

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