Associate Technical Support Engineer at SPS Commerce · Minneapol…

Summary: SPS Commerce is a leading provider of cloud-based supply chain management solutions, serving a global network of retail trading partners. The Associate Technical Support Engineer is responsible for providing essential product support to customers, resolving basic support inquiries, and acting as a customer advocate in cross-functional collaborations. Responsibilities: - Provide product support to customers through various communication channels, including training on applications and tools as needed - 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 - Assess the nature of product issues and resolve basic support inquiries promptly - Demonstrate agility in understanding, prioritizing, and reacting to critical customer issues - Maintain a detailed log of customer interactions and support activities - Utilize 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 - Recognize and evaluate scope and impact of a potential issue, taking appropriate action to mitigate risk across the broader network - Diagnose customer needs and engage collaborative resources when necessary, ensuring continuous communication with customers until resolution is achieved - Collaborate with internal teams and act as a customer advocate in cross-functional collaborations, including sharing relevant customer insights with product and technology teams - Act as an intermediary between relevant internal and external parties to ensure effective communication, understanding, and resolution - Establish and leverage credibility as a peer resource, supporting and participating in total team development and success Required Qualifications: - Bachelor's degree in a relevant field or equivalent work experience - A strong interest in technical support and a commitment to continuous learning - Effective problem-solving skills and critical thinking abilities - Agility to adapt to shifting and concurrent priorities - Excellent written and verbal communication skills - An eagerness to learn from experienced colleagues and mentors - The ability to work collaboratively in a team-oriented environment Preferred Qualifications: - Prior experience providing SAAS customer support - 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) - ERP experience (NetSuite, QuickBooks, Acumatica, etc.) Required Skills: Technical support, SAAS customer support, SalesForce, Atlassian, Microsoft Office, Supply Chain processes, XML, EDI schemas, FTP, AS2, VAN, ERP systems, Continuous learning Benefits: Comprehensive benefits package designed to support employees’ health, well-being, and financial security