Technical Support Specialist
- Джерело:
- djinni.co
Що робити
- Own customer cases end-to-end: clarify the issue, investigate, resolve, and keep the customer informed until closure.
- Investigate and reproduce issues in ShipHawk TMS and WMS by analyzing API requests and responses (JSON/XML), logs, and account configuration to find the root cause.
- Troubleshoot integrations with ERP and eCommerce platforms (e.g., NetSuite) and carriers, including rating, labels, shipping documents, and tracking.
- Resolve issues through configuration fixes, customer education, or workarounds. When a fix is not possible at your level, escalate through the defined process.
- Report confirmed defects to Engineering in Jira with clear reproduction steps, business impact, and supporting evidence (payloads, logs, screenshots).
Що очікуємо
- 3+ years in technical customer support, application support, or a similar technical role.
- Strong troubleshooting skills: comfortable reading JSON/XML payloads and logs and testing APIs with tools like Postman.
- Hands-on experience using AI at work: writing effective prompts, troubleshooting with AI, and automating everyday tasks.
- Excellent written and spoken English; able to explain technical issues clearly to non-technical customers.
- Critical thinking and close attention to detail; able to work through problems with limited context.
Що пропонуємо
- Experience with TMS and/or WMS software.
- Salesforce Service Cloud and Jira experience.
- NetSuite or other ERP integration experience.
- SQL skills.
- Basic code reading (Java, JavaScript, PHP, etc.).
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