Digital Tech Support @ Stuller

DescriptionWith constant innovation, cutting-edge technology, and fast-paced development, we’re looking for talented professionals to join our Information Technology team to help us continue delivering an unparalleled customer experience.The Tech Support Agent serves as a first point of contact for customers and employees experiencing technical issues with Stuller.com and its supporting systems. This role troubleshoots and documents issues, provides timely solutions and follow-up, and partners with Development to communicate and resolve more complex problems. The Tech Support Agent also supports testing, system improvements, and internal training to help deliver a reliable digital experience.Key ResponsibilitiesServe as a first point of contact for customer and employee technical issues related to Stuller.com and supporting systemsTroubleshoot, research, document, and track reported issues through resolutionProvide timely follow-up to customers and internal users regarding reported problemsPartner with Development to clearly communicate technical issues, reproduce problems, and verify solutionsReview and test new features, enhancements, and designs for functionality, performance, and usabilityDevelop, maintain, and execute manual or automated test cases and document resultsCommunicate system changes and new features to internal users and provide training on common support issuesMonitor dashboards and analytics to identify potential issues, trends, and opportunities for improvementResearch tools and technologies that can improve support processes, testing, and workflows Basic QualificationsBachelor’s degree or equivalent combination of education and relevant experience1+ years of customer service, technical support, help desk, or other customer-facing experienceStrong customer service, troubleshooting, and problem-solving skillsExcellent written and verbal communication skills with the ability to communicate effectively with customers, technical teams, and business partnersStrong attention to detail with the ability to accurately document technical issues and testing resultsAbility to manage multiple priorities and work independently in a fast-paced environmentProficiency with Microsoft Outlook and ExcelAbility to interpret requirements and develop clear testing plans and test casesPreferred QualificationsFamiliarity with SQL, C#, PowerShell, XML, HTML, or JavaScriptExposure to software testing, quality assurance, or technical troubleshootingFamiliarity with Agile development methodologies