With 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 Responsibilities
- Serve as a first point of contact for customer and employee technical issues related to Stuller.com and supporting systems
- Troubleshoot, research, document, and track reported issues through resolution
- Provide timely follow-up to customers and internal users regarding reported problems
- Partner with Development to clearly communicate technical issues, reproduce problems, and verify solutions
- Review and test new features, enhancements, and designs for functionality, performance, and usability
- Develop, maintain, and execute manual or automated test cases and document results
- Communicate system changes and new features to internal users and provide training on common support issues
- Monitor dashboards and analytics to identify potential issues, trends, and opportunities for improvement
- Research tools and technologies that can improve support processes, testing, and workflows
Basic Qualifications
- Bachelor’s degree or equivalent combination of education and relevant experience
- 1+ years of customer service, technical support, help desk, or other customer-facing experience
- Strong customer service, troubleshooting, and problem-solving skills
- Excellent written and verbal communication skills with the ability to communicate effectively with customers, technical teams, and business partners
- Strong attention to detail with the ability to accurately document technical issues and testing results
- Ability to manage multiple priorities and work independently in a fast-paced environment
- Proficiency with Microsoft Outlook and Excel
- Ability to interpret requirements and develop clear testing plans and test cases
Preferred Qualifications
- Familiarity with SQL, C#, PowerShell, XML, HTML, or JavaScript
- Exposure to software testing, quality assurance, or technical troubleshooting
- Familiarity with Agile development methodologies
