Technical Support Specialist I

We are looking for a passionate technical support specialist with customer-facing experience who loves solving problems and helping our customers be successful in their eProcurement and punchout implementation. This position is for someone who is technical, but also wants to stay close to customers at a fast-moving, very niche company.

The main responsibility of a technical support specialist is to provide answers and assist with troubleshooting customer integrations, working with the customer success team to triage and onboard new clients.

You’ll be joining a team of customer success managers, developers and marketers who have a passion for the very niche industry of eProcurement and Punchout Catalogs. Greenwing Technology services organizations of all sizes ranging from 1-2 person teams to organizations with over $1B in sales. The technical support specialist will work and get to know every one of our customers and partners.

Required Skills and Qualifications

• Experience: Previous experience in a technical support or help desk role is preferred. Experience working with sophisticated clients supporting a technical product.
• Supporting a SAAS application: 3 years
• PHP: 3 years (Preferred)
• Website development: 3 years (Preferred)
• Technical Knowledge: Strong understanding of programming fundamentals. Familiar with web development technologies with a willingness to learn the LAMP stack including PHP & MySQL/MariaDB. Working knowledge of JSON and XML data objects.
• Problem-Solving Skills: Excellent troubleshooting abilities and a customer-focused approach to resolving technical issues. Investigate and identify the root cause of customer reported issues by reviewing log files and application code.
• Communication Skills: Ability to communicate complex technical information clearly and effectively to non-technical users. Answer tickets from customers and participate in troubleshooting customer-facing calls as needed.
• Adaptability: Commitment to learning the ins and outs of eProcurement/Punchout Catalog/B2B ecommerce industry. Strong desire to learn new technologies and adapt to changing environments.
• Education: Associate or bachelor’s degree in Computer Science, Information Technology, or related field is preferred.

Key Responsibilities

· Provide technical assistance to customers via phone, email, or troubleshooting calls, diagnosing and resolving software and network related issues.

· Deal quickly and efficiently with multiple streams of incoming support cases (support tickets, email, internal communications) and adjust priorities as needed.

• Troubleshoot and triage customer issues between our system, the customers system and their customers’ procurement system. Guide users through step-by-step solutions, documenting interactions and resolutions in ticketing system.
• Implement coding changes for bug fixes and enhancements to existing functionality.

· Assist in onboarding new Greenwing Technology customers.

• Create and update knowledge base articles, FAQs, and training materials used to improve technical support processes and efficiency.
• Work closely with engineering and product teams to identify patterns in support requests and contribute to product improvements.

Benefits

- 401(k) with generous company match

- Company sponsored medical insurance or HRA reimbursement account

- Dental Insurance

- Vision Insurance

- Flexible schedule

- 401(k) with generous company match

- Paid time off

- Ability to work remotely

- Bonus Opportunities

Job Type: Full-time

Salary: $50,000.00 - $65,000.00 per year based on experience

Job Type: Full-time

Pay: $50,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Experience:

• supporting a SAAS application: 3 years (Required)
• PHP: 5 years (Preferred)
• website development: 5 years (Preferred)

Work Location: Hybrid remote in Newark, DE 19711

Salary : $50,000 - $65,000