We are hiring an experienced Technical Support professional to ensure that our current clients are maximizing the value they are receiving from Two Boxes. The success of customers depends greatly on their ability to interface with our software systems. You will provide and promote excellent customer service within the organization and find unique ways to deal with customer concerns. To do this, you will collaborate with teammates in all facets of the business – most notably with engineering, product, and customer support.
We are a startup and things evolve quickly, but below are some of the most critical responsibilities for this role:
Technical Operations Support
Partner closely with our customer support team to resolve, triage, and escalate support tickets in accordance with our SLAs.
Proactively monitor data from each site to improve utilization, address escalated issues, and optimize outcomes for each customer.
Support customers through managing product requests, questions on product usage, and technical issues.
Add tools for customer support, product management, and engineering to debug and monitor day-to-day operations.
Develop and update support documentation as needed to keep the help center up-to-date.
Customer Dashboard Support
Manage customer-facing dashboard processes and updates, including fielding customer customization requests and migrations to APIs.
Build new APIs / SQL queries to render TB data in custom ways
Support webhook integrations and assist customers through their implementation of Two Boxes' webhooks.
Provide feedback to the Two Boxes team on opportunities to improve our integrations to partners.
Contribute to overall strategy for device deployment, management, and maintenance.
Own provisioning devices for launch and supporting deployed devices.
Manage all assets for devices, which includes updates for existing devices and budgeting.
Onboarding and general support
Create a sustainable feedback loop with cross-functional internal partners.
Assist in new customer launches.
3-5 years of work experience in technical customer service/support or engineering in the SaaS, e-commerce, supply chain, or logistics industries.
3-5 years experience in at least one programming language such as Java, Python, C++, or Go.
3-5 years experience with SQL.
Demonstrated experience in building rapport and overcoming objections in a customer service environment.
Ability to understand technical issues, but focused on clear communication and customer satisfaction.
Excellent written & spoken communication skills.
Experience working with a fast-growth technology company, preferred.
Experience in the e-commerce and/or supply chain industries preferred but not required .
Ability to be strategic, but still roll up your sleeves to accomplish what needs to be done.
Highly organized with a strong sense of urgency to meet deadlines.
Willing to travel up to 25% for key customer meetings and events.
This position is fully remote, but will include occasional travel for customer and partner visits, company offsites, conferences, and more. We work flexibly and support our team members to do their best work regardless of location.