Technology Support Specialist

Job Description | Technology Support Specialist

Summary

As a Technology Support Specialist at ShipCalm, you will play a pivotal role in ensuring the smooth operation of our logistics and supply chain systems. This position reports to the Chief Technical Officer and is responsible for diagnosing and resolving complex technical issues, and providing exceptional support to both internal teams and external clients. This role requires a strong technical background, excellent communication skills, and a passion for delivering top-notch customer service in the 3PL industry.

ShipCalm is a leading third-party operations company committed to delivering seamless and innovative logistics solutions to businesses worldwide. Learn more about us at our website: www.shipcalm.com.

Role Accountability & Functions

• Onboarding: LOB Tech Configuration
• InfoPlus System Expertise & Issue Resolution
• ShipStation Expertise & Support
• Customer software training
• IT Security / Facility Security / Equipment / 3rd party software / Company IT Infrastructure

Essential Duties & Responsibilities

• Provide Tier 2 technical support for logistics and supply chain management systems.
• Collaborate with Tier 1 support teams to escalate and resolve issues promptly.
• Diagnose and resolve complex technical issues related to order processing, inventory management, shipping logistics, and related systems.
• Investigate, analyze, and troubleshoot technical problems, identifying root causes and helping to implement effective long-term solutions.
• Communicate clearly with clients and internal stakeholders to understand and address their technical concerns, in both written and video chat formats.
• Offer clear and concise instructions to users, guiding them through issue resolution processes.
• Maintain detailed records of technical issues, resolutions, and troubleshooting steps.
• Contribute to the knowledge base by creating and updating documentation for common technical problems and solutions.
• Provide feedback to the development and IT teams for system improvements based on recurring technical issues.
• Report to work in a regular and timely manner.

Knowledge, Skills, and Abilities

• Thirst and excitement for learning new things.
• Customer-focused mindset with a commitment to delivering exceptional support.
• Strong understanding of logistics and supply chain management systems.
• Ability to prioritize a variety of tasks in a manner that enables timely completion.
• Prior experience in a technical support role required, ideally in a logistics or supply chain environment.
• Prior programming experience is a plus, especially in Javascript, Typescript, HTML/CSS.
• Proficient in troubleshooting hardware, software, and network issues.
• Skilled at communication, verbal and written, in English.
• Excellent communication skills with the ability to convey technical information in a clear and understandable manner.
• Knowledge of and the ability to utilize the following software programs: WMS (InfoPlus), OMS (ShipStation), Selling Channels (Shopify, etc.) a plus.

Physical, Mental, and Environmental Demands

• Working in a seated or standing position up to and exceeding eight (8) hours per day.
• Using a calculator, mouse, and keyboard.
• Viewing computer screens.
• Using the telephone.
• Engaging in frequent video calls with U.S.-based staff.

Schedule and Location

• Schedule: This is a full-time position scheduled to work Monday through Friday 7am - 4pm Pacific Time, subject to change by business demands.
• Location: This is a fully-remote position.

Compensation

• Hourly Rate | $10.00 to $13.00, DOE