Associate Technical Support Engineer

SPS Commerce•Minneapolis, MN

1d•$25•Hybrid

About The Position

SPS Commerce is a leading provider of cloud-based supply chain management solutions, serving a global network of retail trading partners. We foster a collaborative and inclusive work environment where innovation and continuous improvement are highly valued. Join SPS Commerce and be part of a dynamic team that's transforming the global retail supply chain! Position Summary: Job Summary: The Associate Technical Support Engineer is responsible for providing essential product support to customers through various communication channels, resolving basic support inquiries. This role serves as a customer advocate in cross-functional collaborations and demonstrates agility in addressing customer issues, contributing to the overall efficiency of the technical support team. The Associate Technical Support Engineer succeeds by solving technical challenges, staying at the forefront of industry trends and technologies and making a difference for our customers.

Requirements

Bachelor's degree in a relevant field or equivalent work experience
A strong interest in technical support and a commitment to continuous learning
Effective problem-solving skills and critical thinking abilities
Agility to adapt to shifting and concurrent priorities
Excellent written and verbal communication skills
An eagerness to learn from experienced colleagues and mentors
The ability to work collaboratively in a team-oriented environment

Nice To Haves

Prior experience providing SAAS customer support
Knowledge of SPS Commerce programs, systems, and processes
Experience with SalesForce, Atlassian, and Microsoft Office applications
Basic understanding of Supply Chain processes, XML, and/or EDI schemas (X12, EDIFACT)
Familiarity with data transmission methods (FTP, AS2, VAN)
ERP experience (NetSuite, QuickBooks, Acumatica, etc.)

Responsibilities

Customer Support Provide product support to customers through various communication channels, including training on applications and tools as needed
Provide customer support related to basic system automation and legacy products and solutions
Offer basic consultation on customer products and industry education
Exhibit empathy and anticipation of customer needs, facilitating optimal customer experience
Issue Resolution Assess the nature of product issues and resolve basic support inquiries promptly
Demonstrate agility in understanding, prioritizing, and reacting to critical customer issues
Maintain a detailed log of customer interactions and support activities
Technical Acumen Utilize proprietary tools and applications to address basic customer inquiries and perform account administration tasks, maintaining up to date knowledge of product and solution advancements
Navigate multiple data center troubleshooting tools and applications to update data statuses, flags, and provide valuable customer insights
Recognize and evaluate scope and impact of a potential issue, taking appropriate action to mitigate risk across the broader network
Collaboration Diagnose customer needs and engage collaborative resources when necessary, ensuring continuous communication with customers until resolution is achieved
Collaborate with internal teams and act as a customer advocate in cross-functional collaborations, including sharing relevant customer insights with product and technology teams
Act as an intermediary between relevant internal and external parties to ensure effective communication, understanding, and resolution
Establish and leverage credibility as a peer resource, supporting and participating in total team development and success