Technical Support Specialist

The Technical Support Specialist serves as the key client liaison to assist customers with the setup, customization, and optimization of their FeedStation accounts.

A primary responsibility will be supporting and implementing a seamless launch process for new FeedStation customers. During this new client launch phase, they will provide software application setup, coordination, and support to clients for timely on-boarding.

Over time, this role will also support the development of multi-format client resources and documentation.

What do we expect?

In order to succeed, you must have superior organizational skills, an aptitude to manage multiple processes, and the ability to work in a fast-paced, remote environment with tight deadlines.

We love working with people who demonstrate a growth mindset and strong problem-solving skills.

Solid written and verbal communications are a must.

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Essential Functions

  • Gather client requirements and document strategic goals.
  • Coordinate and configure integrations across marketplaces and manage troubleshooting during implementation.
  • Develop, refine, and maintain training processes and procedures for supported applications.
  • Support the sales team in a technical/implementation capacity as needed.
  • Provide feedback for product development, features and enhancements.
  • Ensure all client expectations are met promptly according to predetermined deadlines.
  • Escalate technical customer issues and address as appropriate with the operations team and CEO.
  • Develop new API connections, dashboard components, and other features in collaboration with the product development team.
  • Attend daily stand-up meetings to communicate status, review priorities, and manage goals for the day.
  • Ability to experiment, execute, and stay hungry is required.

Qualifications

  • An entrepreneurial growth mindset and the ability to work autonomously.
  • The ability to manage multiple initiatives.
  • The ability to comprehend and modify highly configurable software and determine how it should be customized in different business contexts.
  • Strong oral and written communication skills; the ability to communicate technical information to both technical and non-technical audiences.
  • The ability to adapt and effectively handle and adjust to changes in priorities and assignments.
  • The ability to build customer relationships, as well as take responsibility for customer satisfaction and loyalty.
  • The ability to present ideas effectively to individuals or groups, as well as the ability to change direction of presentation to suit the needs of the audience.
  • Working knowledge of .NET and C# required. Experience with APIs (REST, XML, WCF, etc.) a plus.
  • Expertise in eCommerce marketplaces (for example eBay or Amazon) or digital marketing a strong plus, particularly in the automotive industry.