The Technical Support Specialist provides post-sale support for active customers. The position is a remote position in the US (east coast preferred). This position includes working on day to day support cases from our WMS system with customers, including answering platform questions, providing feedback on expected system functionality, solving reported issues by customers. The position includes reaching out to more senior team members to get help on these duties, as well as reporting issues (customer or internal) to the team lead. Technical Support Specialists are expected to contribute to the improvement and betterment of the Technical support group, based on experiences and efforts to improve efficiency of the position. Assist customers and respond to service requests/inquiries using department adopted tools and processes Answer customer inquiries by seeking to understand customer issues or requests, clarifying details, researching and providing information and/or solutions Resolve customer issues through education, solutions or appropriate escalation Document customer interactions with details of inquiries, as well as actions taken within the company's CRM or otherwise designated system Achieve productivity standards while maintaining the highest level of technical support (e.g., meets or exceeds all departmental goals) Escalate unresolved customer questions, issues or complaints to appropriate individual(s) for quick resolution; through defined escalation process Provide feedback to management regarding necessary changes and updates. This includes feature requests, upgrades, functionality and customer care issues Continually improve skills/knowledge of ShipHawk product and functionality Continually improve skills/knowledge of customer issue triage Position Requirements: Must have a background in warehousing Must have Technical Support background (2+ Years) Must be proficient in PHP Must have expert SQL Experience Preferred East Coast Preferred from WMS support company in support Unlimited Time Off 1 week company closure in December 11 company paid Holidays 401(k) Medical, Dental, Vision Short Term Disability Generous Paid Family Leave Equity Grants for all Employees