Technical Support, L1 at Wynshop | Powderkeg

Location: Bulgaria, Remote

Employment Type: Full Time Employee

Team: Support

Company Overview:

Wynshop is a fast-growing technology company pioneering the future of online grocery. Launched in early 2020, Wynshop has quickly established itself as a market leader enabling the world’s largest independent grocers to compete with technology and retail giants by using Wynshop’s grocery-specific digital commerce platform.

We are a diverse team of energetic individuals who think big, challenge the status quo and strive for excellence in our personal and professional lives. Our potential, like our customers’ success, knows no bounds.

At every level, we provide endless opportunities to produce meaningful work in a fast-paced, dynamic environment. We maintain a startup vibe, but with the resources and security of an established “corporate” company. Our global headquarters is in Miami, Florida.

Role Overview:

We are seeking a Technical Support Engineer, L1 who will serve as a key representative of our Wynshop brand. This role will help shape and define users' experience with technical support. The candidate who will be most successful will demonstrate high self-motivation, a strong desire to improve their technical proficiency, wyns in a fast-paced team environment, and presents exceptional team focus. The candidate will bring a strong positive energy to their daily operations. This role requires flexibility to work weekend shifts and be 'on call.' This role requires someone who is passionate about our customer base and makes decisions that prioritize their needs, owns the customer support experience, practices active listening skills, and responds positively to situations requiring cooperation, courtesy, and tact.

We welcome all candidates living in Bulgaria

Hours of coverage are 7:00 am-3:30 pm GMT

This is a fixed shift from Wednesday to Sunday (with no rotations, for scheduling convenience)

What you will be doing:

  • Provide support to customers through various channels, including telephone, email, or other media, and respond to issues within defined SLAs
  • Solicit sufficient information to make an accurate initial diagnosis of the problems
  • Troubleshoot issues including pulling logs, analyzing logs, simulating customer’s environment to duplicate problems, execute API calls and SQL scripts
  • Log and manage cases in the Service Cloud ticket system
  • Perform problem analysis and isolate problems of minimal to moderate complexity, with general instruction and oversight from team leads and/or management
  • Own and be accountable for issues until resolution, including setting appropriate customer expectations, monitoring progress on referred problems, keeping customers apprised of progress, and collaborating with other teams as needed
  • Escalate issues to the internal software engineering team if required, while remaining the primary contact for customer
  • Resolve incidents in a timely manner as per established (SLA) Service Level Agreements
  • Assist customers with site-specific questions
  • Actively participate in various meetings for things such as account actions, escalations, feature reviews, and demos

What you bring to the table:

  • Experience with programming languages such as Java, Visual Basic or C#, relational databases such as Oracle or SQL, and MS-Windows operating systems
  • Excellent communication and interpersonal skills
  • Excellent problem-solving and troubleshooting skills
  • Strong analytical and critical thinking skills
  • Proficiency in troubleshooting software and database platforms
  • Familiarity with APIs
  • Conceptual understanding of Content Management Systems
  • Knowledge of writing MS SQL Server queries and stored procedures in SQL Server Management Studio (SSMS)
  • Prior experience working in the retail or grocery industry or working at a help desk is a plus, but not required
  • Proficient with Microsoft Office
  • Bachelor’s Degree in Engineering/Computer Science or related field, or two years related experience

What you’ll get in return:

  • The opportunity to wear many hats, gain versatile skills, and be part of a high-energy, high-impact team. The freedom to pave your career path and accelerate your growth in an organization that is flat and nimble
  • You will get to drive the adoption of new digital technologies that are transforming the ways retailers interact with their customers and improve their operations
  • Ability to develop and hone your foundational technical skills as you build toward a career in Support, Development, or Technical Consulting

About Wynshop

Wynshop is the pioneer Cloud-based e-commerce solution specifically designed for grocers. The company was created by ambitious developers and grocery retail experts who identified a gap in the technology available for grocers to launch, scale, and win online. Wynshop is relentlessly committed to retail technology innovation. We are constantly evolving to provide simple, scalable, and sustainable solutions to our customers’ industry-specific business problems.

Must be legally authorized to work without visa sponsorship for employment.

Wynshop is an Equal Opportunity Employer.

No phone calls, please.

Job Summary
  • Job Title
    Technical Support, L1
  • Company
  • Location
  • Employment Type
    Full time
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