Customer Support Specilist

 About Us:


 
We view customer support as essential to making a good product. The problems and questions our customers bring to us are what create the foundation of every project we work on, so we are all involved in supporting our user base in some way. This allows everyone in our company to be in tune with our customers and knowledgeable about our product and the way it’s being used.
 
We are committed to diversity and inclusion. We are serious about everyone on our team feeling safe, comfortable, heard, and valued at work.
 
We are self-funded. We are committed to growing responsibly and working creatively within the constraints of our progress. Our goal is to make a useful, accessible product based on the needs of our customers, not the demands of investors.
 
We believe that remote work is the future. Being a remote company offers us the ability to connect to a team of people from all around the world. We also understand that each person has their unique approach to their workflow and we trust our employees to manage their own time within their set working hours while keeping in mind that Support does include time-sensitive work.
 
We believe in quality, not quantity. We don’t use metrics or KPIs to measure the success of our teams. While productivity and response times are important, providing stellar support and empathy to our customers is the priority.
 
We are generous. We teach and learn from each other daily. Decisions are often made collectively based on the wisdom and experience we each bring to the conversation.


 



 About the Role


 
This is a full-time customer support position. We primarily communicate with our customers through email.
 
This isn’t your typical support role. Order Desk is a technically robust and highly customizable app where gaining proficiency takes time. Our approach to support takes experimentation and thinking outside the box as each customer we talk to has a unique problem to solve. A normal support ticket here is equivalent to an escalations 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 women and people of color disproportionately do not apply for jobs where they do not meet 100% of the “requirements.”Regardless of whether or not you identify as one of these groups, if you meet most of the requirements and this role aligns with your career goals, then we encourage you to bet on yourself and apply!


 



 About You


 
You love to read 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 wait 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. 


 



 Requirements


 
A minimum of 2 years in email customer support in SaaS or combined technical and writing experience. Bonus points if you’ve already worked in e-commerce and/or a remote role! 
 
Extensive experience troubleshooting complex software issues.
 
Experience with research, and data collection and analysis.
 
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.
 
Experience with setting appointments and making follow-up calls to educate and onboard new users. 
 
Fluency in both written and spoken English.
 
The ability to work generally between Pacific Standard Time (US) hours of 9am to 6pm permanently, regardless of your physical location.


 



 Preferred skills


 
Experience 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.


 



 Benefits

 



 This is a full-time position. The salary for this role is $55,000 USD/year.
 

 



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

 



 Non-US-based employees are responsible for their own tax and statutory deduction payments.
 

 



 All team members get 3-4 weeks of flexible paid time off per year, six paid national holidays, a technology upgrade program, access to wellness and health services, and profit-sharing. When our company is successful, we all share in that success.
 

 



 We get together in person once a year for a company retreat.
 

 



 



 To Apply

 



 We are not expecting a cover letter and would rather you spend time answering the questions we have listed. There are a few steps to our application process:
 

 



 
Application Questions
 
Follow-Up Questions
 
Skills Test
 
Video Response
 
Interview(s)


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

 



 This process usually takes about four weeks from start to finish, so we appreciate your patience while we review each application. By the conclusion of this process, we will follow up with everyone who applied.