Technical Customer Support Specialist @ STORD

Technical Customer Support Specialist

Remote

Posted on 11/3/2022

INACTIVE

Locations

Brookhaven, GA, USA • Remote

Experience Level

Entry

Junior

Mid

Senior

Expert

Desired Skills

Customer Service

Hubspot

JIRA

Management

Postman

Salesforce

SQL

Zendesk

Requirements

Bachelor's Degree, ideally in Computing, Supply Chain or a related field
1+ years in a customer facing software support role
Ideally at a B2B SaaS company (internship experience does count!)
Experience supporting warehousing/fulfillment center software
A general knowledge of IT systems and infrastructure with an ability to learn new tools and areas quickly
Keen interest in software development (any experience with software development would be beneficial)
Ability to provide high quality service delivery and customer satisfaction
Ability to communicate clearly and effectively with technical and non-technical staff
Experience working with:
Helpdesk Software (Zendesk, JIRA etc.)
CRM Software (Salesforce, HubSpot)
Either Postman, Integrations Software (Boomi, Mulesoft, etc.), or SQL

Responsibilities

Communicate clearly and effectively with internal and external customers to understand and resolve technical and non-technical issues
Use API clients (Postman) to test and troubleshoot API endpoints
Investigate, diagnose and resolve technical issues, escalating them to the appropriate team where necessary with clear documentation
Maintain Stord's reputation as a highly responsive and customer obsessed organization, staying in front of potential issues where possible, and resolving customer issues in a timely fashion
Collaborate with Customer Success, Product Management, Integrations, Warehouse Excellence, Freight and Engineering teams to continually improve our customer service and product based on customer feedback
Monitor error logs for integrations and data, proactively resolving errors and driving root cause resolution

Desired Qualifications

points for B2B Supply Chain SaaS support experience
points for experience in Postman, Boomi, AND SQL

Stord’s mission is to make supply chains a competitive advantage with best-in-class port-to-porch logistics combined with the integrated technology that brands need to connect, orchestrate, and optimize their supply chains. We’ve pioneered Cloud Supply Chain, which combines all of the digital and physical elements of logistics that leading businesses need in a unified offering.

With Cloud Supply Chain, Stord is enabling companies to compete and grow with world-class logistics – including warehousing, freight and fulfillment – in a single, integrated platform that’s available exactly when and where they need it. Hundreds of B2B and B2C companies like Body Armor, Advanced AutoParts and Dollar General use Stord to make their supply chains perform with the speed, flexibility and ease of the cloud.

Our rapidly growing team is headquartered in the heart of Atlanta’s vibrant tech community and is led by former operators from Amazon, XPO, Ryder, Coyote, Convoy, and Manhattan Associates. Stord is backed by over $325M in funding from Kleiner Perkins, BOND, Founders Fund, D1 Capital, Salesforce Ventures, Susa Ventures, Lux Capital, Lineage Logistics, and Franklin Templeton Investments at a unicorn valuation of over $1.3 billion.

Come help us help businesses out-deliver their competition with Cloud Supply Chain.

About the Technical Customer Support Specialist Position:

We are looking for a Technical Customer Support Specialist who will be the first line of contact for customers who have both operational and technical questions. This is a varied role that will involve supporting existing clients, proactively resolving problems, as well as supporting new partners who are getting used to the Stord platform.

Technical Support Specialists will be interacting with our customers and partners directly, as well as in writing, as such will require excellent written and verbal communication skills. This is a great entry role for a customer obsessed technically minded person to learn about Supply chain!

What You’ll Do:

Communicate clearly and effectively with internal and external customers to understand and resolve technical and non-technical issues
Use API clients (Postman) to test and troubleshoot API endpoints
Investigate, diagnose and resolve technical issues, escalating them to the appropriate team where necessary with clear documentation
Maintain Stord’s reputation as a highly responsive and customer obsessed organization, staying in front of potential issues where possible, and resolving customer issues in a timely fashion
Collaborate with Customer Success, Product Management, Integrations, Warehouse Excellence, Freight and Engineering teams to continually improve our customer service and product based on customer feedback
Monitor error logs for integrations and data, proactively resolving errors and driving root cause resolution

What You’ll Need:

Bachelor’s Degree, ideally in Computing, Supply Chain or a related field
1+ years in a customer facing software support role

Ideally at a B2B SaaS company (internship experience does count!)
Experience supporting warehousing/fulfillment center software

A general knowledge of IT systems and infrastructure with an ability to learn new tools and areas quickly.
Keen interest in software development (any experience with software development would be beneficial)
Ability to provide high quality service delivery and customer satisfaction
Ability to communicate clearly and effectively with technical and non-technical staff
Experience working with:

Helpdesk Software (Zendesk, JIRA etc.)
CRM Software (Salesforce, HubSpot)
Either Postman, Integrations Software (Boomi, Mulesoft, etc.), or SQL

Bonus Points:

Bonus points for B2B Supply Chain SaaS support experience
Bonus points for experience in Postman, Boomi, AND SQL

Culture Snapshot:

Our team is passionate about sitting at the intersection of enterprise technology and global logistics. The Stord company culture is electric, and we are proud to offer a career experience that will make you excited to come to work every day. We are creating an environment of continuous improvement through collaboration and diverse thinking by solving challenging problems and working with talented and smart colleagues. At Stord you will have daily opportunities to learn and inspire those around you. You will be surrounded by a team of self-starters who are motivated to have an impact through driving results.

Below are a few perks of joining our team:

Competitive salary and bonus
Friendly, Passionate, and Intelligent Employee Base
Creative Problem Solving and Entrepreneurial Thinking
Fast-Paced Environment
Low-Ego, Solution-Driven Culture
Community Involvement and Volunteer Opportunities
Employee Resource Groups: Women of Stord, JEDI (Justice, Equity, Diversity, & Inclusion), Stord-Serves, & More

Benefits:

401(k)
Medical, Dental, and Vision Insurance
Life and Disability Insurance
Health Savings Account (HSA) option
Employee Assistance Program (EAP) - Mental Health Resources
Paid Parental Leave
Gym Stipend
Flexible PTO
Paid holidays
And more!

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.

201-500 employees

Website

Fulfillment, warehousing, and freight for B2C and B2B,

Company Overview

Stord's mission is to make your supply chain a competitive advantage.

Benefits

Flexible PTO - Take the time you need when you need it. Because you’re at your best when you rest, relax, and recharge.
Mental Health Support - We give you access to free and confidential support. Because mental health is just as important as physical health.
Paid Parental Leave - No matter how you become a parent (birth, adoption, foster care placement), you’ll get up to 6 weeks of paid bonding time.
Health and Life Insurance - We provide medical, dental, vision, life and short-term disability insurance to support you and your family.
Wellness Reimbursement - You’ll get up to $50 a month to invest in your health and fitness. Gym memberships, wellness apps – whatever keeps you moving!

Company Core Values

Bias Toward Action - Each step forward, no matter how small, leads us to better solutions, faster.
Build for the Long Term - We’re focused on leaving a positive impact in our work and in our relationships.
Eternal Optimism - Problems give us an opportunity to get creative and learn something new.
Transparency and Candor - We’re fostering an environment where everyone feels comfortable sharing feedback and opinions.
Empower Others - We hire great people so they can do great work and become the experts at what they do.
Learn and Iterate - We continually refine what we do and how we do things in order to be the best we can be.