Software Support Technician

Job Locations US
ID
2021-3513
Category
Services
Type
Full-Time

Overview

“It all starts with people.”

Inside every company, behind every brand­—while business success is often measured in profit, it has always been powered by people.

At ChannelAdvisor we firmly believe people are the heart of any organization—including our own. That’s why a career at ChannelAdvisor provides much more than simple pay and perks. We’re dedicated to empowering people, solving tough problems, and helping careers flourish inside & out.

The Software Support Technician (SST) combines sound troubleshooting methodology, strong verbal and written communication skills, and a focus on providing exemplary customer service. The SST works in a collaborative, team-based environment to achieve timely and efficient resolution to customer and internal inquiries.

 

This role typically reports to a Software Support Manager.

Responsibilities

Key responsibilities

  • Acquire and maintain competency in internal and external software components relevant to reaching a positive and professional resolution to requests for assistance.
  • Use probing and questioning skills to conduct root cause analysis, determine next steps, and communicate resolution instructions efficiently, professionally, and concisely.
  • Identify and verify the scope and impact of critical issues in the application infrastructure.
  • Work independently to achieve company and departmental expectations for quality and productivity.
  • Adapt communication style appropriately, based on the expertise and experience of the case originator.
  • Communicate with clients and internal stakeholders via a variety of means: email, chat, phone call, web-based meeting software, social media, in-person, as well as any other media not specifically outlined here.

Qualifications

Preferred Experience

  • Bachelor's degree in Computer Science with an emphasis on programming, or 1-3 years experience providing web-based software support
  • Knowledge of eBay, Amazon, Rakuten or other online marketplaces
  • Knowledge of comparison shopping sites (Google Base, PriceGrabber, Shopping.com, Yahoo!)
  • HTML, FTP, SQL and other web related protocols and languages (such as javascript, ASP, etc...)
  • Experience using ServiceNow as a case management tool

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