技术支持专员
Technical Support Specialist
我们是谁：
由 Battery Ventures、Canaan Partners 和 ITOCHU 投资，我们的客户是一家 C 轮融资的初创公司，为全球最知名的奢侈品牌和零售商提供数字批发管理平台，改变这些企业的运营方式。
我们的 CEO 曾被 Luxury Daily 评为“2020 年值得关注的女性”，CTO 来自 Google，我们的客户正在吸引顶尖人才以实现市场主导地位。我们在 10 个全球办公室拥有 140 名员工，包括纽约、费城、洛杉矶、米兰、伦敦、马德里、墨尔本、柏林和东京。并且，我们正以智能、稳健的方式持续增长。
成立于 2010 年，我们的客户目前服务超过 12,500 个品牌，覆盖 53 个品类，服务 300,000 多家零售商，分布在 144 个国家，每月管理着惊人的商品交易总额（GMV）。客户包括大型零售商如 Neiman Marcus 和 Harrods；电商企业如 ShopBop；以及关键意见领袖如 Dover Street Market。知名男女装品牌包括 Tory Burch、Jimmy Choo、Alexander McQueen、Berluti、The Row 和数千个其他品牌。
你将负责：
- 通过邮件处理大量支持工单，偶尔通过视频通话解决，遵守既定的 SLA
- 以调查思维诊断并解决与数据集成（如 API、Flat-file）相关的问题
- 持续深入了解我们不断演进的 SaaS 产品套件，以提供准确的指导和解决方案
- 通过撰写清晰的技术文章和 FAQ 指南，为我们的内部知识库做出贡献
- 通过 Jira 有效记录并升级可复现的 bug 给工程团队
- 与客户成功团队、集成团队、数据团队和工程团队协作，确保各团队之间保持一致
- 在提供最佳客户服务的同时，达成 CSAT、效率指标和问题解决目标
- 我们寻找的人选：
- 至少 3 年的客户服务或技术支持经验，最好在客服中心或其他类似环境中
- 熟练使用支持工具如 Zendesk、Datadog、Postman、Github 以及项目管理工具如 Jira 优先考虑
- 具备数据验证和格式化、字段映射、负载和 SQL 报告经验者优先考虑
- 优秀的书面和口头沟通能力；能够在压力下保持冷静和同理心
- 熟悉 API、Webhooks、Netsuite、Shopify 优先考虑
- 在远程、合同制环境中具备有效管理时间的能力
查看英文原文
Who We Are:
Backed by Battery Ventures, Canaan Partners & ITOCHU, Our Client is a Series C start-up that provides the world's most recognized brands and retailers with a digital wholesale management platform that transforms the way these businesses work.
With a CEO recently named a “Woman to Watch in 2020” by Luxury Daily, and a CTO from Google, Our Client is attracting top talent to drive market dominance. We have 140 employees in 10 global offices, including NYC, Philadelphia, LA, Milan, London, Madrid, Melbourne, Berlin and Tokyo. And, we are continuing to grow in a smart, sound way.
Founded in 2010, Our Client now services 12,500+ brands across 53 categories, 300,000+ retailers in 144 countries, and manages an incredible $ in gross merchandise volume (GMV) each and every month Clients include major retailers, like Neiman Marcus and Harrods; e-commerce players like ShopBop; and key influencers like Dover Street Market. Leading men's and women's brands include everyone from Tory Burch, Jimmy Choo, Alexander McQueen, Berluti, The Row and thousands more.
What You’ll Do:
- Resolve high volumes of support tickets via email and occasionally video calls, adhering to established SLAs
- Diagnose and resolve issues related to data integrations (eg. API, Flat-file) with investigative mindset
- Maintain an in-depth understanding of our evolving SaaS product suite to provide accurate guidance and workarounds
- Contribute to our internal knowledge base by writing clear technical articles and FAQ guides
- Effectively document and escalate reproducible bugs to the Engineering team via Jira
- Collaborate with Customer Success, Integrations, Data Team, and Engineering to ensure alignment across all teams
- Meet CSAT, efficiency metrics and issue resolution targets while providing optimal customer service
What We’re Looking For:
- A minimum of 3 years of customer service/ technical support experience, preferably in a contact center or similar environment
- Proficiency with support tools like Zendesk, Datadog, Postman, Github and project management tools like Jira highly preferred
- Experience with data validation and formatting, field mapping, payloads, and SQL reporting a plus
- Exceptional written and verbal communication skills; ability to remain calm and empathetic under pressure
- Familiarity with APIs, Webhooks, Netsuite, Shopify is highly preferred
- Proven ability to manage your time effectively in a remote, contract-based setting
What We Offer:
- Need a break? “Mental Health Day” options - We want you at your best!
- Regular virtual social events, including happy hours, lunch & learns, games and speaker series
- Transparency into the state of our business via monthly all-hands meetings, showcasing the company’s performance in relation to revenue and growth
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
About 1840 & Company
1840 & Company is a global leader in Business Process Outsourcing (BPO) and remote talent solutions, dedicated to propelling businesses forward through our comprehensive suite of services. We specialize in connecting companies with world-class freelance professionals and delivering top-tier outsourcing services, across over 150 countries worldwide.
Our mission is to empower growth for forward-thinking businesses, seamlessly bridging any skill or resource gaps with our expertly vetted talent pool. We firmly believe in fostering an environment where exceptional individuals can achieve an optimal work-life balance, working remotely from any location, while maximizing their professional growth and earning potential.
We are headquartered in Overland Park, KS, USA with service delivery facilities in the Philippines, India, Ukraine, South Africa and Argentina. We invite you to explore the opportunities we offer and consider joining our exclusive network of global freelance talent. Visit to learn more about us. To explore a wealth of career opportunities and find a role that suits your unique skills and aspirations, please visit our dedicated jobs portal at .
Originally posted on Himalayas