Order Desk: Technical Support Specialist

About the Role:

• This is a full-time technical customer support position. We primarily communicate with our customers through email and, to a lesser extent, by video call.
• A normal support ticket here is equivalent to an escalation ticket at another company, so if you love a challenge and you’re inherently curious to know more, this is the job for you.
• Order Desk is committed to breaking structural barriers within our hiring process and driving fair hiring practices in our workplace. Women and underrepresented minorities (URMs) continue to be underrepresented within our industry. Research has shown that women and people of color disproportionately do not apply for jobs where they do not meet 100% of the “requirements.”
  Regardless of whether you identify with any of these groups, if you meet most of the technical requirements and this role aligns with your career goals, we encourage you to bet on yourself and apply!

About You:

• You love to research, and your analytical and written skills are top-notch.
• Obstacles are not roadblocks to you; they are challenges to be figured out. You’re a problem solver who likes to find solutions rather than waiting to be told what to do.
• You’re not afraid to ask questions, are comfortable admitting your limitations, and see your gaps in knowledge as opportunities to grow and not flaws.
• You’re comfortable finding your way around a new software program.
• You’re someone who can be self-directed and thrive in a remote environment.
• You appreciate the balance between fun and professionalism.
• You’re collaborative and thrive on sharing your thoughts, ideas, and problem-solving strategies with a diverse team.
• You’re receptive to feedback and can appreciate a gentle no, with multiple redirections until you arrive at a solution with a firm and confident yes.
• You’re looking for stability in your career and gaining several years of experience before looking to grow in any other direction.

• Minimum 2 years of working directly within email-based technical support in SaaS or combined technical and writing experience. Bonus points if you’ve already worked in a remote e-commerce role! 
• Extensive experience in troubleshooting complex software issues.
• The ability to concisely explain technical concepts in a non-technical way and a passion for meeting customers where they are in their tech knowledge.
• Fluency in both written and spoken English.
• The ability to work between Pacific Standard Time (US) hours of 9am to 6pm permanently, regardless of your physical location.

Preferred skills

• Experience in troubleshooting APIs, JSON, and utilizing application log analysis.
• Sound knowledge of key data flow/transfer protocols such as SFTP and FTP.
• Experience with rule-based automation and complex settings.
• Experience helping new users implement SaaS applications in a B2B environment.

This is a full-time position. The salary range for this role is $58,000-$60,000 USD/year. We base our offer on your skills, experience, and alignment with the role.

Our international team members are hired as contractors but considered full-time, permanent members of our team.

We offer our team members benefits such as flexible time off, paid parental leave, access to wellness and health services, retirement savings matching, and a technology upgrade program to ensure everyone has the tools they need to perform their roles successfully!

We meet up once a year for a company retreat. So far we’ve been to the U.S., Mexico, and Vietnam!

To Apply

We value authenticity and encourage you to let your true voice come through. Instead of a cover letter, we’ve provided specific questions for you to answer honestly. This allows you to showcase your skills and experience in your own words, without relying on tools like AI to speak for you. We believe in the strength of human creativity and individuality. Let us know what sets you apart and why you’re the ideal candidate for our team!

Please note: Candidates who are detected using AI tools will be disqualified.

There are a few steps to our application process:

1. Application Questions
2. Follow-Up Questions
3. Skills Test
4. Video Response
5. Interview(s)

If you are moved to the next round, we will contact you to let you know the next steps.

This process usually takes a few weeks from start to finish, so our tiny hiring team appreciates your patience while we review and read every single application. We will follow up with everyone who applied by the end of this process.

*If you haven’t heard from us within two weeks, please get in touch with us!