Job Description

Technical Support Specialist

Backed by Battery Ventures, Canaan Partners & ITOCHU, Our Client is a Series C start-up that provides the world's most recognized brands and retailers with a digital wholesale management platform that transforms the way these businesses work. With a CEO recently named a "Woman to Watch in 2020" by Luxury Daily, and a CTO from Google, Our Client is attracting top talent to drive market dominance. We have 140 employees in 10 global offices, including NYC, Philadelphia, LA, Milan, London, Madrid, Melbourne, Berlin and Tokyo. And, we are continuing to grow in a smart, sound way. Founded in 2010, Our Client now services 12,500+ brands across 53 categories, 300,000+ retailers in 144 countries, and manages an incredible $1.5B in gross merchandise volume (GMV) each and every month Clients include major retailers, like Neiman Marcus and Harrods; e-commerce players like ShopBop; and key influencers like Dover Street Market. Leading men's and women's brands include everyone from Tory Burch, Jimmy Choo, Alexander McQueen, Berluti, The Row and thousands more.

Responsibilities

• Provide timely and professional technical support to customers using the company's SaaS platform through email, chat, phone, and other support channels.
• Troubleshoot and resolve customer-reported technical issues, including platform functionality, data-related concerns, system errors, and integration issues.
• Investigate complex support cases by analyzing application data, logs, and system behavior to identify root causes and appropriate resolutions.
• Write and execute SQL queries to investigate customer issues, validate data, and support troubleshooting activities.
• Analyze API requests and responses to diagnose integration-related issues and provide guidance on appropriate resolutions.
• Manage and prioritize multiple customer support cases based on urgency, business impact, and established service-level expectations.
• Clearly communicate technical findings, troubleshooting steps, and resolutions to both technical and non-technical customers.
• Escalate complex or unresolved technical issues to Engineering, Product, or other relevant teams while providing complete investigation details.
• Collaborate with Product, Engineering, Customer Success, and other internal teams to resolve customer issues and improve the overall customer experience.
• Document customer interactions, troubleshooting activities, root causes, and resolutions accurately within the support/ticketing system.
• Identify recurring technical issues and customer pain points and communicate trends to relevant teams to support product and process improvements.
• Contribute to internal knowledge bases, troubleshooting guides, FAQs, and customer-facing support documentation.
• Maintain a strong understanding of the company's platform, features, integrations, workflows, and product updates to provide accurate customer support.
• Follow established support processes and quality standards while ensuring customer inquiries are handled efficiently and professionally.

Qualifications

• 3+ years of SaaS customer service or call center experience
• 3+ years of Technical Support experience
• Experience with writing SQL queries and understanding complex data models
• Ability to analyze API requests and responses
• Excellent written and verbal communication skills
• Ability to multitask and prioritize issues
• Strong computer and troubleshooting skills
• Strong communication and collaboration skills
• Bilingual is a bonus - but not required (French/Italian)

Skills

Tools/Platforms

SQL Saas Platforms Knowledge Base Systems Database / Data Query Tools API Testing / Inspection Tools REST API Tools Technical Support / Ticketing Systems Crm / Customer Support Platforms

Common Methodologies/Frameworks

Technical Support Workflow Troubleshooting & Problem Resolution Ticket Prioritization & Issue Management SaaS Customer Support SQL-Based Data Investigation Api Troubleshooting & Diagnostics

General Skills

Database Management Customer Relationship Management (CRM) Technical Support Ticketing Systems Cross-functional Collaboration Data Interpretation

Soft Skills

Multitasking Attention to Detail Communication Time Management Problem-Solving

Education & Experience

Experience

3+ Years

Additional Requirements

Technological Requirements Windows Language English City/Province/Country Casablanca, Casablanca-Settat, Morocco

Compensation & Benefits

Salary

USD 7.5 - 7.5 Hourly

Working Hours

Flexible working hours

Job Tags

Hourly pay, Remote work, Flexible hours

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