Technical Support L1
hace 6 meses
**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**:
**What you will be doing**:
- 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 mínimal 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
- C1 English Proficiency required
- 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.
No phone calls, please.
**Wynshop is an Equal Opportunity Employer.
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