Technical Support Representative

Seattle, WA
Full Time
Software
Mid Level

At Labelmaster, we are way more than labels.

We help both small and large businesses take the complexity out of moving and shipping hazardous materials to make the world a safer place.  What are hazardous materials? They are things you deal with every day, like lithium batteries in cars and in computers, paints, varnishes, air bags, chemicals and more.  And if they are shipped incorrectly, they can cause a lot of damage. 

How do we help the world become safer? We sell and manufacture new and innovative products, develop technology and consult for every industry – such as manufacturing, healthcare, automotive, transportation, food and beverages and other businesses.  While not too many people know about dangerous goods, we think it is really cool and we think you might have fun with us as we re-invent our ourselves and expand into new markets.

We are looking for an experienced Technical Support Representative who:

  • Does not want to work in Corporate America
  • Wants to make a difference every day at work
  • Wants to have true work/life balance
  • Loves to learn new things
  • Has ideas on how to make things better
Benefits
  • Health Insurance
  • Dental & Vision Insurance
  • Life Insurance
  • Medical & Childcare Flexible Spending Accounts
  • Education Assistance
  • 401(k) with Matching
  • Fitness Bank
  • Pre-tax Transit Program
  • PTO Bank
  • Paid Holidays
  • Paid Diversity Days
  • Volunteer Time Off
  • Referral Bonus Program
  • Competitive wage ($22-$26 hourly)

Purpose
To provide support to users of Labelmaster Software products and services, provide software developer support for Software APIs, support Product Development with feedback, customer insights and improvements, support Software implementations for larger-scale customer projects, support customer engagement and communications for Software releases, triage software subscription issues and limited remote-based IT and/or coordination with IT for Software team members.

Essential Functions & Principle Accountabilities

  • Service Software support tickets for external customers
  • Support external customer development teams for API consumption
  • Support Product Development and Design with customer feedback,
    • Including BETA cycles and feedback management
  • Provide phone support to external customers
  • Provide email support to external customers
  • Provide chat support to external customers
  • Provide walkthroughs of our software
  • Teach regular classes on software use
  • Provide DGIS onboarding services and data entry
  • Produce customer support articles and media (Knowledge Base)
  • Change management for support content and media
  • Support internal software applications
  • Self-learning and Peer skill sharing

Education/Training/Experience

  • High school diploma, GED or equivalent experience required
  • Advanced degree in technical fields preferred or equivalent experience
  • 3+ years of Technical support experience preferred
  • 2+ years of CRM experience required
  • 5+ years of API support experience preferred
     Technology
  • Proficient with all computer based skills required (Typing, MS OS, MS Office suite, CoPilot, ect)
  • Proficient with support CRM solution workflows, such as ticketing and SLAs required
  • Some proficiency with API support tools preferred (e.g. Postman, SoapUI)
  • Some proficiency with software development languages preferred (e.g. JSON, XML, Python, SQL, ect)

EEO Employer – Veterans and IWD are strongly encouraged to apply

Labelmaster is proud to be an Equal Employment Opportunity Employer and we are committed to the concept and practice of equal opportunity and affirmative action in all aspects of employment. It is our intent to comply with our duty to provide reasonable accommodations for qualified employees and applicants as required by law. All requests for accommodations should be made in writing to Jay Hollins by emailing jhollins@labelmaster.com.

Pay Transparency Policy Statement - The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.

Acknowledgements & Consent

American Labelmark Company (ALC) will not consider your application for employment unless you read and sign the following. I acknowledge that any employment offer is:

Solely for at-will employment and I understand that this means that either ALC or I may terminate my employment at any time for any or for no reason. This understanding cannot be altered by anyone unless it is in writing and signed by the President of ALC; and

Conditional on the satisfactory result of any drug and/or alcohol, medical examinations, other tests, educational requirements, educational verification, satisfactory references, and other obligations ALC may require. I agree to sign and execute the following form included with this application packet: Consent to Drug and Alcohol Testing.

I affirm that the information I have provided in seeking employment with ALC (including this application form and any accompanying documents such as my resume) is correct and that any false or misleading information, including omissions may result in my not being hired or, if already hired, in my dismissal.

I have no obligation to any former employer or to any other person that would prevent me from fully performing my duties to American Labelmark Company(ALC). I am not subject to any outstanding agreement or restrictive covenant inconsistent with the terms of ALC employment. Should I fail to disclose the existence of a third party obligation, whether enforceable or not, for cause.

I authorize investigation and verification of the information I provide in this and other documents relating to my application for employment. I authorize, now and in the future, all persons, companies, schools, former employers, credit bureaus and law enforcement agencies to provide ALC with information about me and I release each of the above from any liability for doing so now and in the future. I also authorize ALC, now and in the future, to provide information about me to conduct the investigation and verification process. I understand the public websites may be reviewed to gather information for this application and I release ALC from any liability for doing so.

If I am hired, I will completely read and remain familiar with ALC's Employee Handbook and other policies as issued or amended. Please direct any questions to Human Resources at 800-358-6200 x2300

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