Associate Technical Support Engineer

Description:

SPS Commerce is seeking a strong candidate for an Associate Technical Support Engineer in Melbourne, Australia. The ideal candidate will possess excellent communication skills and have experience assisting customers with a range of software issues, from straightforward inquiries to more complex troubleshooting challenges.

As Associate Technical Support Engineer, you will have the opportunity to:

• Work on the front line in a high-visibility, high-impact role, representing SPS, shaping the customer experience, and enhancing the team's reputation.
• Learn and develop your skills with top-tier training. Our team supports an array of products, so you'll continuously learn and expand your knowledge, becoming an expert.
• Work with a tight-knit, winning team within a culture that makes work fun. SPS values employees, recognises successes and celebrates with fun events.
• Build a progressive, long-term career. Once you succeed in this role, you could pursue several paths of advancement.

• You are patient and skilled at supporting and troubleshooting client technical needs.
• You thrive on collaborating with others and are a self-motivated learner with strong confidence in your abilities.
• With every interaction you work to move to resolution while providing an outstanding customer experience.
• You can work in a full-time, hybrid role requiring two days, working in the Melbourne office, and up to three days working from home. We work staggered shifts to provide 7 AM – 7PM coverage.

Why SPS?

We solve retail supply chain problems by cutting through inefficiency with innovation and automation. At SPS we empower retailers, suppliers, distributors, grocers and logistics partners to work better together with our people, our process and our tech products.

Our success comes from playing as a team and always playing to win. Careers don’t just grow here, they’re made here.

Day to Day

and escalate problems to relevant teams.

In the following areas, you will:

• Customer Support
• Provide customer support related to basic system automation and legacy products and solutions
• Offer basic consultation on customer products and industry education
• Exhibit empathy and anticipation of customer needs, facilitating optimal customer experience
• Issue Resolution
• Assess the nature of product issues and resolve basic support inquiries promptly
• Demonstrate agility in understanding, prioritising, and reacting to critical customer issues
• Technical Acumen
• Utilise proprietary tools and applications to address basic customer inquiries and perform account administration tasks, maintaining up-to-date knowledge of product and solution advancements
• Navigate multiple data center troubleshooting tools and applications to update data statuses, flags, and provide valuable customer insights
• Recognise and evaluate scope and impact of a potential issue, taking appropriate action to mitigate risk across the broader network
• Collaboration
• Diagnose customer needs and engage collaborative resources when necessary
• Collaborate with internal teams and act as a customer advocate in cross-functional collaborations
• Act as an intermediary between relevant internal and external parties to ensure effective communication, understanding, and resolution

Required Skills

To be a good fit for the role of Associate Technical Support Engineer, you will have:

• A bachelor's degree in a relevant field or equivalent work experience
• Experience in technical support and a commitment to continuous learning
• Troubleshooting skills; problem-solving and critical thinking abilities
• A basic understanding of one or more programming languages, e.g., Java, C#, HTML, etc.
• Agility to adapt to shifting and concurrent priorities

Preferred experience:

• Experience providing SAAS customer support
• Leadership experience
• 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)
• Familiarity with file formats- XML, CSV, etc.
• ERP experience (NetSuite, QuickBooks, Acumatica, etc.)

Note: This description is intended to give you a general overview of the position and is not an exhaustive listing of duties and responsibilities