NABIS - Technical Support Liaison
Requirements
• 2+ Years in Customer Support/Service: You have a proven track record of handling customer inquiries with patience, empathy, and professional clarity. • 2+ Years in Customer Support/Service: • Superior Communication: You can explain complex situations simply. You know how to write a clear email and an even clearer "bug report." • Superior Communication: • Logical Thinking: You enjoy puzzles. You like to ask "Why is this happening?" and "How did it get to this state?" • Logical Thinking: • Adaptability: You are comfortable in a fast-paced environment where priorities can shift based on warehouse needs. • Adaptability: • High Attention to Detail: In the 3PL world, a single digit in a zip code matters. You are meticulous in your work. • High Attention to Detail:
Responsibilities
• The Bridge: Act as the primary point of contact for our external facing teams. You will review their escalations to ensure they are clear, urgent, and accurate before they reach the tech team. • The Bridge: • Problem Solver: Investigate "stuck" orders or inventory sync issues. You will learn to identify if an issue is a simple "user error" or a system bug that needs a developer's eyes. • Problem Solver: • Operational "Fixer": Over time, you will learn to perform "Customer Change Requests" (CCRs)—manually updating shipping details or re-triggering orders—using internal tools and basic scripts to keep the warehouse running. • Operational "Fixer": • The Translator: You will take a customer’s frustration (e.g., "Why won't this label print?") and turn it into a clear report for engineers, including the specific Order IDs and timestamps they need to find a fix. • The Translator: • Advocate for CX: Participate in the Weekly Operational Health Sync. You will be the voice that tells the Engineering team which "tiny bugs" are causing the biggest headaches for our customers. • Advocate for CX:
Benefits
• Base Salary: $65000- $70000 • Unlimited PTO and paid holidays • Medical/Dental/Vision offered to all full-time employees • 401(k) plan with a match.
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