Customer Support Specialist

Join our dynamic team as a Customer Support Specialist. In this role, you will be the primary point of contact for store-related technical support, assisting both external customers and internal stakeholders.

The ideal candidate will have a strong background in Helpdesk and Customer Support, with excellent communication skills and the ability to explain technical concepts to non-technical audiences.

Serve as a primary point of contact for store-related technical support, assisting both external customers and internal stakeholders.

Research has shown that women & underrepresented minorities are more likely to read lists of requirements and consider themselves unqualified if they don't meet every single one. This list represents what we're ideally looking for, but everyone has unique strengths & weaknesses, and we hire for strength & potential, not lack of weakness

Comfortable working Wednesday through Friday from 12:00–9:00 p.m. ET and Saturday through Sunday from 9:00 a.m.–6:00 p.m. ET

Responsibilities

• You will partner with IT, Engineering, and other cross-functional teams to troubleshoot, diagnose, and resolve issues impacting customer store deployments.
• You will also develop and maintain SQL queries and automation scripts to streamline processes and improve team productivity.
• Partner with IT, Engineering, and other cross-functional teams to troubleshoot, diagnose, and resolve issues impacting customer store deployments.
• Develop and maintain SQL queries and automation scripts to streamline processes, improve team productivity, and SLA adherence.
• We are seeking two dedicated Customer Support Specialists with a strong background in Helpdesk and Customer Support to join our dynamic team
• You have experience using service desk management software to monitor KPIs and track customer issues
• You are proficient SQL knowledge with the ability to analyze data and develop scripts that automate processes and drive team productivity

Requirements

• You have the ability to work independently and collaboratively across teams
• You have demonstrated ability to evaluate, escalate, and drive issues to timely resolution
• You have proven ability to explain technical concepts to non-technical audiences clearly and effectively
• You have Intermediate knowledge of: Linux, Networking, Terminal. CMD, SSH and Telnet
• You have the ability to participate in an on-call rotation schedule
• You have familiarity with ITIL frameworks, focusing on IT Service Management (ITSM) best practices
• You have the ability to manage multiple priorities in a fast-paced environment while maintaining composure under pressure
• You have 3+ years of experience in Helpdesk, Technical Support, or Customer Support roles
• You have strong customer-centric mindset and ability to foster positive relationships with partners and hardware teams
• You have flexibility to work additional hours as required to provide issue resolution

You have excellent written and verbal communication skills

• You have strong problem-solving, analytical, and organizational skills with a high attention to detail
• You have experience with automation frameworks or scripting languages (e.g., Bash, Python, PowerShell)
• You have experience using API’s (REST & GraphQL)

Preferred

• You have a background in incident response or root cause analysis frameworks
• You have previous experience supporting retail customers or store environments
• You have experience in managing multiple projects from start to finish and meeting deliverables