Technical Support Representative I

Seagull Software • Redmond, WA

4d • Remote

About The Position

Seagull Software, LLC, is a global leader in real-time, item-level visibility and label management solutions, dedicated to powering the world’s most complex supply chains with innovative tools for traceability, authentication, and automated inventory management. Our BarTender™️ platform enables businesses across all industries to design, manage, print, and automate the production of labels, barcodes, and RFID tags, ensuring seamless tracking and compliance for over 100 billion unique identifiers each year. Leveraging the Mojix™️ high-security, scalable SaaS traceability platform, Seagull delivers end-to-end intelligence, harmonizing data to drive operational efficiency, enhance customer experiences, and reduce risk. We’re a growing, profitable, mid-size business with a 40-year history of leading in our field. Headquartered in Redmond, Washington, with offices across the United States, Europe, and Asia, Seagull empowers businesses worldwide to keep their products moving, traceable, and safe. You’ll work with global, talented, and diverse teams, passionate about what they do and its impact on everyone, everywhere. Join us and help shape the way the world works.

Requirements

• 2+ years' experience as a technical support representative, demonstrating excellent customer service and troubleshooting skills.
• Strong knowledge of Windows operating systems.
• Technical aptitude, with the ability to quickly learn and work with new software.
• Strong written and verbal English communication skills, with fluency in either Spanish or Portuguese a plus.
• Problem-solving ability and active listening skills.
• Ability to successfully collaborate with different teams, as well as being self-motivated to work individually.
• Computer Science Degree or Technology Certification or equivalent work experience.
• Completion of CompTIA A+ certification preferred.

Nice To Haves

• Bilingual (or trilingual) skills in English, Spanish and/or Portuguese are an added plus, but not required.

Responsibilities

• Be the first point of contact with external customers over email, chat, and phone.
• Provide support to customers by identifying, troubleshooting, and resolving technical issues relating to our enterprise software and third-party applications.
• Escalate issues to higher support tiers, as needed.
• Research and answer miscellaneous questions about software capabilities from resellers and end users.
• Identify and record details about support tickets and contribute to the documentation and the Knowledge Base.
• Play a vital role in suggesting improvements to our product.
• Work closely with other departments, including Engineering, IT, QA and Sales.
• Have the opportunity to take on special tasks and projects, such as report writing, product documentation, suggest improvements for our products and programming.
• Provide a World-Class customer experience.

Benefits

• Excellent medical, dental, and vision plan.
• 401K with 100% employer matching up to 3.0% with immediate vesting.
• Accrual of 21 days of PTO (combined vacation and sick days) per year for the first four years of employment, with additional accrual increases for years of service.
• 10 paid company holidays per calendar year.
• Company-paid life insurance, short-term and long-term disability benefits.
• Tuition-reimbursement benefits.
• Eligibility for an annual bonus.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree