Digital Tech Support

Stuller, Inc.; Lafayette (LA); On-site; USD 42,000 - 54,000; Full time

Job summary

Stuller, Inc. is seeking a Tech Support Agent to act as the initial contact for customer and employee technical issues related to Stuller.com and supporting systems.

You will troubleshoot, document, and track issues through resolution, while providing timely follow-up to users and coordinating with Development for complex problems. You will review and test new features for usability and performance, create test cases, and help communicate system changes.

Qualifications

• Bachelor’s degree or equivalent combination of education and relevant experience.
• 1+ years of customer service, technical support, help desk, or other customer-facing experience.
• Strong customer service, troubleshooting, and problem-solving skills.
• Excellent written and verbal communication skills with the ability to communicate effectively with customers, technical teams, and business partners.
• Strong attention to detail with the ability to accurately document technical issues and testing results.
• Ability to manage multiple priorities and work independently in a fast-paced environment.

Responsibilities

• Serve as a first point of contact for customer and employee technical issues related to Stuller.com and supporting systems.
• Troubleshoot, research, document, and track reported issues through resolution.
• Provide timely follow-up to customers and internal users regarding reported problems.
• Partner with Development to clearly communicate technical issues, reproduce problems, and verify solutions.
• Review and test new features, enhancements, and designs for functionality, performance, and usability.
• Develop, maintain, and execute manual or automated test cases and document results.
• Communicate system changes and new features to internal users and provide training on common support issues.
• Monitor dashboards and analytics to identify potential issues, trends, and opportunities for improvement.
• Research tools and technologies that can improve support processes, testing, and workflows.

Skills

Customer service

Troubleshooting

Communication

Documentation

Time management

Microsoft Outlook

Excel

Education

Bachelor’s degree or equivalent

Tools

SQL

C#

PowerShell

XML

HTML

JavaScript

Job description

Brief Description

With constant innovation, cutting-edge technology, and fast-paced development, we’re looking for talented professionals to join our Information Technology team to help us continue delivering an unparalleled customer experience.

Tech Support Agent serves as a first point of contact for customers and employees experiencing technical issues with Stuller.com and its supporting systems. This role troubleshoots and documents issues, provides timely solutions and follow-up, and partners with Development to communicate and resolve more complex problems. The Tech Support Agent also supports testing, system improvements, and internal training to help deliver a reliable digital experience.

Key Responsibilities

• Serve as a first point of contact for customer and employee technical issues related to Stuller.com and supporting systems


• Troubleshoot, research, document, and track reported issues through resolution


• Provide timely follow-up to customers and internal users regarding reported problems


• Partner with Development to clearly communicate technical issues, reproduce problems, and verify solutions


• Review and test new features, enhancements, and designs for functionality, performance, and usability


• Develop, maintain, and execute manual or automated test cases and document results


• Communicate system changes and new features to internal users and provide training on common support issues


• Monitor dashboards and analytics to identify potential issues, trends, and opportunities for improvement


• Research tools and technologies that can improve support processes, testing, and workflows

Basic Qualifications

• Bachelor’s degree or equivalent combination of education and relevant experience


• 1+ years of customer service, technical support, help desk, or other customer-facing experience


• Strong customer service, troubleshooting, and problem-solving skills


• Excellent written and verbal communication skills with the ability to communicate effectively with customers, technical teams, and business partners


• Strong attention to detail with the ability to accurately document technical issues and testing results


• Ability to manage multiple priorities and work independently in a fast-paced environment


• Proficiency with Microsoft Outlook and Excel


• Ability to interpret requirements and develop clear testing plans and test cases

Preferred Qualifications

• Familiarity with SQL, C#, PowerShell, XML, HTML, or JavaScript


• Exposure to software testing, quality assurance, or technical troubleshooting


• Familiarity with Agile development methodologies

Summary

Stuller is the jewelry industry's largest manufacturer, supplier, and technology developer in North America. With a customer base spanning the globe, we serve jewelry professionals through an unmatched selection of quality products, expert and friendly service, and the fastest delivery. We are powered by our employees, their creativity, their energy, and their commitment to creating exceptional experiences.

We are committed to our employees' comprehensive health and happiness. Our award-winning wellness initiatives and benefits help Stuller to stand out as one of the top employers in Louisiana. Learn more about our benefits.