SureDone is a SaaS based multichannel e-commerce platform that helps brands, enterprises and growing businesses manage and automate their selling and logistics processes across multiple channels such as eBay, Amazon, Walmart, BigCommerce and elsewhere. 

***** REMOTE WORK OK *****

This job is remote, but preference will be given to people 50 miles from 251 State Street, Schenectady, NY. The address listed for this position is a generic one. The actual address is 251 State Street, Schenectady, NY.

This is a repost of a role we recently put online for a SaaS Tech Support specialist, but with the addition of a documentation requirement.

We’re a multichannel e-commerce company with offices in New York City and Schenectady. We’re looking for spirited workers who want to help our customers solve problems with their use of our platform by both troubleshooting issues and developing new documentation - both written and video based. 

As a SaaS Technical Support and Documentation Specialist, you’ll be on the company’s frontline and will be focused on quickly and effectively (and happily!) solving customer issues with our web based SaaS application, or escalating them to others in the company.

• You'll develop new how-to documentation in step by step formats, along with screen shots, or develop how-to videos, to help our customers learn how to use our software.
• You'll review our existing documentation when our software is updated and make appropriate enhancements.
• You'll examine help desk tickets and look for common questions that documentation could help answer, and then develop that docuemtnation.
• You'll monitor our help desk system for new tickets and respond to them in a timely fashion.
• You'll answer phone calls routed to our help desk.
• You'll monitor and answer questions via online chat.
• You'll analyze log files and customer data to try to identify whether an issue was caused by the customer, by our software or by the systems we connect to.
• You'll interact via phone, video conferencing, screen shares, our help desk system, online chat, social media or through other systems with customers to educate them on how to use our software and assist them with troubleshooting issues.
• When bugs are identified, you'll package together customer issues with logs and analysis and escalate them to our product and development teams.
• You'll manage the escalated issues and continue to communicate with customers in a timely fashion to inform them of progress.
• You'll de-escalate situations where customers have become frustrated or upset.
• You'll look for ways to improve our customer communication and our support processes.
• You'll be measured primarily on documentation created, documentation enhanced, customer satisfaction with each support case being followed up with a satisfaction survey. In addition, we'll be monitoring you're ability to creatively troubleshoot and find solutions, and how often you go above and beyond when working with customers. Of course we'll expect you to keep pace with your peers (after significant training) but we don't currently measure on the number of cases closed or how long it takes to close them (although these need to be reasonable numbers).

We're not looking for someone who is seeking a 9 to 5 job. We're looking for someone who cares about our customers and understands that our software helps to support their primary source of income. Our customers are people, not accounts. We are known for providing a high level of support to our customers, getting to know them well, always being there for them and not pointing fingers. At times you might work late or on a holiday to solve a problem. Other times you might take off early to hang out with friends or family. We're most interested in finding people who seek to be part of a culture of success as opposed to those just looking for a paycheck.

There's a bunch of stuff we're looking for. Please be sure to highlight your experience in tech support, documentation and technology. If you have no background or prior role in science, technology, mathematics, engineering, etc. you will not be considered for this role (sorry). 

And documentation is a big piece of this. We may ask you to take a writing test so if you can't write, learn quickly before you apply for this role!

• You'll need to have excellent writing skills, preferably technical writing skills, and not just good grammar and spelling. You'll need to be able to break down complex ideas into simple steps and then explain them in a way to elevate our non-technical customers' knowledge - and do this with outlines, writing, diagrams, screen shots and videos with narration.
• You’ll need great phone skills.
• You’ll need to have amazing troubleshooting and logic skills since you’ll be working to diagnose customer problems, obtain results and then provide solutions. Our customers can't figure the problem out and that's why they are contacting us. They expect us to be able to figure it out - and we expect you to be able to figure it out.
• You’ll need to have great organizational skills and be able to multitask and prioritize since you’ll often be busy with many problems at the same time. 
• You'll have to be a quick learner since we’re moving forward fast with both our platform and our growth. We will be evaluating you on your ability to learn, understand and retain knowledge.
• You'll have to be empathetic and able to deal with customer criticism and de-escalate issues. Keep in mind that customers will often be frustrated or upset when they are having problems. However, if you are kind to them, help them solve their issue and get them moving forward, they are exceedingly thankful.
• You’ll need to have a good familiarity with how to use Microsoft Excel. We're not just talking adding numbers together, but using things like VLOOKUP, string manipulation and tools like AbleBits Merge Tables.
• We’d love to find people who have done customer support before - especially for SaaS companies.
• It would be great if you have sold products on Amazon or eBay, and have worked in (or used) e-commerce products like Magento, Bigcommerce, Shopify, ShipStation, SKUVault or other similar software. 
• Skills with HTML, CSS, PHP and the ability to read through an XML/JSON file should be highlighted. If you don’t have any of these skills (other than Excel and a positive personality), don’t worry - we’ll train you. But we'll definitely give you extra points if you do (but we may test you to make sure).
• You need to be capable of self-managing your time while working remotely. This means having an appropriate workspace and having regular hours with minimal distractions (including background noise). Working remotely is not an opportunity to have a job while taking care of your kids and running errands. It's still a full time role - just from your home or other workspace.
• And, most importantly, while we don't care about college degrees. gender, race, sexual preferences, religion or other attributes, we do care that you have a positive attitude that's not easily broken, and that you enjoy life and working with others.

We invest in our people and expect them to invest in us.

Compensation

Completely dependent on your experience. Are you new to support and have no experience in e-commerce, Excel or other areas? We may pay you $30k-$35k.

Have you been doing SaaS support for 5 years, know e-commerce and have written tons of documentation? We may pay $55k-$60k. 

Most people tend to fall somewhere in between.

I guess we're saying we'll fairly compensate you based on the value you bring to us at the start, and then we'll work our way up from there. 

Position Type

Full-Time

Position Location

Schenectady NY or Remote United States.

MUST BE ELIGIBLE TO WORK FULL TIME WITHIN THE UNITED STATES WITHOUT REQUIRING SPONSORSHIP