Technical Support Analyst

Do you like technical challenges and solving real-world customer problems? Do you like learning new technologies? Are you searching for an opportunity, not just a job, where as the company grows you can grow professionally?

  Dont worry, you won't be getting calls like this at GoECart!

Dont worry, you won't be getting calls like this at GoECart!

As a Technical Support Analyst for GoECart, you will identify, research, report, and resolve technical challenges for our customers. Our e-commerce software is cutting edge so the issues you'll be dealing deal with on a daily basis will be fresh and interesting. As you work to help customers overcome technical challenges, you will grow in your professional knowledge and master a wide variety of applications and Internet technologies that we and our partners use to deliver a delightful e-commerce experience for our clients. 

If you have an ability to quickly master new technologies, have a sound understanding of Microsoft technologies and web hosting environments, are attentive to details and self-disciplined, and have previous experience in technical support where you demonstrated a strong technical acumen for troubleshooting and problem solving, and where your excellent phone and written communication skills helped you communicate clearly and concisely, please send your resume to Careers@GoECart.com and then review our hiring process.

  • Reports To: Technical Support Manager
  • Based At: Bridgeport, Connecticut Office
  • Primary Role: Provides technical support via telephone and e-mail to customers by identifying, researching, reporting, and resolving technical issues for GoECart ecommerce solution as well as handling standard implementations

Key Responsibilities:

  • Track, respond to, and resolve all customer functional and technical issues
  • Ability to support and troubleshoot e-commerce transactions
  • Ability to understand and troubleshoot basic XML, HTML and CSS
  • Take ownership of a customer issue from initial contact to resolution
  • Perform standard customer implementations
  • Provide subject matter expertise for all functional and technical aspects of GoECart ecommerce solution
  • Coordinate and collaborate with internal and external resources to provide resolution to customer problems to facilitate overall customer satisfaction
  • Communicate clearly and effectively with customers and personnel
  • Document and report on all customer issues and resolution activities
  • Maintain a high level of technical knowledge on all web applications and other technology tools
  • Maintain a high level of process knowledge on technical support procedures
  • Assist in testing updates to existing web applications and perform user acceptance testing for new applications

Qualifications

  • Minimum two years of technical software product support via telephone, e-mail, and the Internet
  • Previously used customer relationship management (CRM)/Contact Center software system

Skills

  • Demonstrated strong technical acumen for troubleshooting and problem solving
  • Must be able to quickly assess issues and react to changing circumstances and new information
  • Must have ability to quickly learn and operate new software
  • Familiar with standard concepts, practices, and procedures within software industry
  • Must be able to communicate effectively with skills such as empathetic and active listening, and ability to clearly and patiently articulate solutions
  • Able to work in a fast-paced environment, including prioritizing and multi-tasking while paying close attention to detail
  • Knows how to work with difficult customers

Knowledge

  • Strong knowledge and support ability with the following technologies:
    • Microsoft® Windows® Server (2008 and 2012)
    • Internet Information Server
    • Microsoft SQL Server
    • Ecommerce Websites / Platforms
    • Windows Security and Internet Protocols: FTP, SMTP, DNS, etc.

Attitudes

  • Detail oriented: ensures high-quality client experience
  • Strong work ethic
  • Customer oriented
  • Sensitivity to cultural diversity
  • Calm demeanor

Education 

  • Bachelor's degree in Computer Science, Business or related field

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Please no agencies or outside staffing firms.