Description:

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.

Essential Responsibilities / Duties

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

Minimum 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

Preferred Experience

• 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.)

Commitment to our Employees:

At SPS we power connections that drive the world of commerce forward, and our success depends on making strong decisions, fostering innovation, delivering unparalleled customer solutions, and driving outstanding business performance. We achieve this by creating an environment where every employee feels a true sense of belonging. We embrace diversity, equity, and inclusion, ensuring everyone feels accepted, valued, and empowered to make a meaningful impact. 

We are committed to affirmative action and equal opportunity in all aspects of employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.