Associate Technical Support Engineer

SPS Commerce, Inc.; Philippines; A distancia; PHP 694.000 - 1.041.000; Jornada completa

Descripción de la vacante

SPS Commerce, Inc. is hiring an Associate Technical Support Engineer in the Philippines. This remote role focuses on delivering essential product support to customers, handling basic inquiries, and acting as a customer advocate across teams.

The position requires a technical mindset, strong communication, and a commitment to continuous learning. Eligible candidates will join a global network and participate in cross-functional collaboration to improve service quality.

Formación

• Bachelor's degree or equivalent work experience.
• Experience in SAAS customer support is preferred.
• Knowledge of Salesforce, Atlassian and Microsoft Office applications.

Responsabilidades

• Provide product support through multiple channels and train users as needed.
• Log interactions and drive timely issue resolution.
• Collaborate with cross-functional teams to advocate for customers.

Conocimientos

Problem-solving

Communication

Team collaboration

Adaptability

Educación

Bachelor's degree in a relevant field

Herramientas

Salesforce

Atlassian

Microsoft Office

XML/EDI schemas

ERP systems (NetSuite, QuickBooks, Acumatica)

Descripción del empleo

Associate Technical Support Engineer### Associate Technical Support EngineerApply: Philippines Remote: Posted Today: R-001431# **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 o Provide product support to customers through various communication channels, including training on applications and tools as needed o Provide customer support related to basic system automation and legacy products and solutions o Offer basic consultation on customer products and industry education o Exhibit empathy and anticipation of customer needs, facilitating optimal customer experience · Issue Resolution o Assess the nature of product issues and resolve basic support inquiries promptly o Demonstrate agility in understanding, prioritizing, and reacting to critical customer issues o Maintain a detailed log of customer interactions and support activities · Technical Acumen o 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 o Navigate multiple data center troubleshooting tools and applications to update data statuses, flags, and provide valuable customer insights o Recognize and evaluate scope and impact of a potential issue, taking appropriate action to mitigate risk across the broader network · Collaboration o Diagnose customer needs and engage collaborative resources when necessary, ensuring continuous communication with customers until resolution is achieved o Collaborate with internal teams and act as a customer advocate in cross-functional collaborations, including sharing relevant customer insights with product and technology teams o Act as an intermediary between relevant internal and external parties to ensure effective communication, understanding, and resolution o Establish and leverage credibility as a peer resource, supporting and participating in total team development and success Minimum Requirements To succeed in this role, you should possess: · 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.) Location: This is a remote position based in the Philippines, with working hours aligned to U.S. Central Time. This role requires working every Saturday and Sunday, with shifts starting at either 8:00 AM or 11:00 AM Central Time. Each employee will have consistent weekdays off based on their assigned shift schedule. What We Offer: At SPS Commerce, we are committed to ensuring that each employee's compensation reflects their unique experiences, performance, and skills in their role. The salary range for this role considers several factors, including education, relevant skills, work history, certifications, location, and more. The annual salary range for this role is: PHP 693,900.00 – PHP 1,040,900.00. The actual salary offered will be determined based on the factors listed above and may fall anywhere within the range. SPS Commerce offers a comprehensive benefits package designed to support employees’ health, well-being, and financial security. Benefits are country-specific and aligned with local laws and market practices.