Order Desk is hiring a full-time Technical Support Specialist to provide high-level technical customer support primarily via email. You’ll tackle complex support tickets, often equivalent to escalation-level issues, serving our global user base from a fully remote team.
What You'll Do
- Provide email-based technical customer support.
- Handle complex support tickets that are often equivalent to escalation tickets.
- Explain technical concepts concisely in a non-technical way.
- Work within Pacific Standard Time (US) hours of 9am to 6pm permanently.
What We're Looking For
- Minimum 2 years of experience in email-based technical support for SaaS or combined technical and writing experience.
- Extensive experience in troubleshooting complex software issues.
- Ability to concisely explain technical concepts in a non-technical way.
- Fluency in both written and spoken English.
- Ability to work between Pacific Standard Time (US) hours of 9am to 6pm permanently, regardless of physical location.
Nice to Have
- Experience in 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.
- Bonus points for previous experience in a remote e-commerce role.
Team & Environment
This is a remote team where everyone supports the user base.
Benefits & Compensation
- Compensation: $58,000-$60,000 USD/year
- Flexible time off.
- Paid parental leave.
- Access to wellness and health services.
- Retirement savings matching.
- Technology upgrade program.
- Annual company retreat.
Work Mode
This is a fully remote, global position.
Order Desk is committed to breaking structural barriers within our hiring process and driving fair hiring practices in our workplace.
