Technical Support Specialist - Remote Eligible

LVK Logistics Technical Fulfillment Support

At LVK Logistics, we are not just a fulfillment center; we are your dedicated partner, committed to enhancing your brand's journey and delivering unparalleled results.

We are looking for a talented professional to join our team! This is a full-time remote position with a Monday to Friday schedule from 9 am to 6 pm EST. If you are based in Argentina and eager to be part of a dynamic and innovative team, we want to hear from you.

As a Technical Fulfillment Support at LVK Logistics, you will work with a range of responsibilities including:

• Partnering with our LVK Support, CSM and Ops teams to validate troubleshooting, confirm potential software bugs, and identify potential workarounds.
• Own complex issues that exceed the remit of support teams.
• Responsible for preparing and delivering escalation packages to the Product Development team.
• Document solutions to promote continuous improvement and knowledge sharing.
• The team accomplishes these tasks by developing an exhaustive understanding of the application and working closely with ShipHero's excellent developers, designers, and customer success teams.

If you are interested in being part of a cutting-edge SaaS/Fulfillment company disrupting the industry, take a moment to apply!

This is a remote, work-from-home position. We collaborate daily with video chat and Slack.

The strongest applicants have:

• Strong analytical, diagnostic, and troubleshooting skills.
• A demonstrated passion for solving puzzles through persistence and patience.
• Excellent verbal & written communication skills.
• The ability to communicate technical issues to technical teams (Engineering / Product) audiences to facilitate joint understanding of root cause and a path(s) to resolution.
• Experienced in adaptive learning methods and approaches aligned with the fast-paced nature of the industry.
• Strong prioritization, organizational, and documentation skills.
• Demonstrated reliability and ability to work in a team setting as well as independently.
• Experience working with support teams to support problem resolution.

Key Responsibilities:

• Collaborate closely with a highly skilled group of engineers, subject matter experts, and other members of the global ShipHero/LVK team.
• Become a product expert on the ShipHero platform to help resolve customer queries and issues.
• Identify and analyze trends to influence our Help & Support strategy (i.e. common support requests and friction points).
• Own and manage identifying, reproducing, and escalating product issues and bugs to the Engineering team.
• Meet all performance targets, including response times, high customer satisfaction, proper escalation to Engineering, and maintaining a clean ticket queue.
• Enable and improve technical skills and troubleshooting techniques by training and providing feedback to support team members and other LVK groups.

Skills and Qualifications:

• Experience and strong knowledge of databases (preferably SQL) and building queries.
• Experience working with web APIs (Rest, GraphQL, SOAP).
• Experience with Honeycomb or equivalent logging tools.
• Preferred / Nice to have:
  • Experience with Ticket management systems like Zendesk and JIRA.
  • Understanding of Python and web development (both front-end and back-end).
• 3+ years of experience in the delivery of assisted support for a software product is required.

Our Core Values:

• Do the right thing - Our employees are held to the highest standards. We act with integrity and honesty, embrace accountability, and do what's right, even when no one is watching.
• Tenacity - We take a relentless approach in our business: We show up expecting to win every day, obsess about serving our clients and employees, and are driven by results.
• Have Fun & Be Bold - We support work-life balance and have fun while being our bold and authentic selves.
• Scrappiness - We do more with less. We are scrappy, determined, resourceful, and relentless in delivering results.

ShipHero/LVK would like to thank all applicants for their interest; however, only those selected for an interview will be contacted.

ShipHero/LVK is committed to a diverse and inclusive workplace. ShipHero/LVK is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age or any other characteristic protected by law. We are committed to providing employment accommodation in accordance with the law. If you require accommodations due to a disability at any stage of our hiring process, please notify our Human Resources Team.