Tech Support Rep [CLOSED]

Supply Chimp is a remote-first, tech-inspired, eCommerce company focused on State and Federal Government customers. We're building an agile team of skilled Technical Support Representatives to champion our eCommerce stack.

That’s where you come in!

Our platform is built on Magento and we are actively enhancing our technology stack to improve our customer experience and simplify every aspect of our business. We're looking for strategic thinkers and implementers whose ideas will impact the company's direction. Basically, we need a thinker and a doer. Someone who can analyze any support request and come up with a simple solution.

Our Values

• Simplicity: We are driven to remove complexity and reduce effort
• Curiosity: We are life-long learners who are excited about new challenges
• Relationships Matter: We connect with people and create enjoyable experiences

Our Virtues

• Humble: We lack excessive ego and emphasize others over self
• Hungry: We’re always looking for more—more to do, more to learn, more opportunities, more responsibility
• Smart: We are emotionally intelligent and show awareness of how our words and actions impact others

Sound like you? Great, keep reading!

Essential Duties and Responsibilities:

• Field incoming technical support requests from our team and our partners
  • Magento, Zoho, 3rd party APIs, Quickbooks, Excel, Custom Applications
• Utilize critical thinking to identify, investigate, resolve and document end-user incidents and feature requests.
• Guide end-users through diagnostic & troubleshooting steps
• Escalate support tickets to the development team as required
• Monitor and QA development updates related to your tickets
• Collaborate with end-users, fellow support staff, and affected parties to recommend simple and enjoyable solutions to common problems.
  

Critical Skills and Abilities:

• Passion for technology and elegant solutions
• Excellent verbal and written communication
• Ability to explain technical concepts to non-technical co-workers and partners
• Strong desire to learn new technologies quickly
• Magento experience recommended
• Previous tech support experience
• Basic understanding of APIs
• Zoho experience is a plus
• Advanced Microsoft Excel skills

Why Supply Chimp May Be an Exciting Opportunity For You

• We’re tackling a big problem with even bigger potential. We want to scale our efforts to be the dominant e-procurement provider for the government space.
• You’ll be able to work remotely. Supply Chimp was a remote-first team even before COVID, so we’re committed to creating and maintaining a great remote environment.
• The work you do on a daily basis will have an impact, not only on your team but on every person here at Supply Chimp.
• Your voice will be heard. Your expertise will be recognized. Your ideas for growth will be supported.
• You’ll get to experiment a ton. We’re fans of trying and testing. Very little “red tape” or “maybe in a couple of years we’ll try that”. We want to move with start-ups like agility.
  

Why Supply Chimp May Not Be a Good Fit

• We have legacy challenges we’re working to solve. We’ll need to fix a few things before we can fly.
• You prefer highly-structured, already-planned, maintenance-only required tech environments.
• You like finding and pointing out issues more than you like fixing them.
• You see differences as divisions and find it hard to cordially disagree.

Requirements

• We are a U.S.-based company, so you must be available to work Pacific Standard business hours between 6:00 am to 4:00 pm Pacific Standard Time (PST)
• You must be fluent in English (both verbal and written)
• You must have consistent minimum internet speeds of 8Mbps and a modern computer that meets the below specs:
  • Multicore Processor ex: Intel i3,i5,i7, or higher; AMD Ryzen, Athlon, FX or higher
  • 8GB of Memory or higher
  • Minimum 128GB Hard Disk Drive or Solid State Storage
  • 64-bit Windows 10 or Mac 10.14 (Mojave or Latest)
  • Ability to support a dual monitor setup

Compensation & Perks

• $7-$10 USD/hr, based on experience
• Accrued Vacation - 10 days/year plus 1 additional day for each year you work with the company (up to 5)
• 40 hours sick time per year
• 5 Bereavement Days
• Birthday Holiday to be used any time
• 1 Floater Holiday to be used any time
• US Paid Holidays
  • New Year's Day
  • Memorial Day
  • Independence Day
  • Labor Day
  • Thanksgiving Day
  • Day After Thanksgiving
  • Christmas Eve
  • Christmas Day
• 1 Paid Volunteer Day per Quarter
• Fully remote
• NO commute!