Merchant Technical Support Specialist I

We are Route

Buying stuff online can get messy once you hit that “order” button. Managing dozens carrier tracking links, dealing with lost or damaged packages, and resolving issues with customer support can feel like a wild goose chase. That’s why we created the Route  — to make the post-purchase experience for consumers like you, and the brands you love, as seamless as possible. 

Route is on a mission to connect the world’s commerce. Through our network of millions of Route App users and thousands of merchants, we’re making it easier than ever for consumers to track, insure, and discover their favorite products in one place — which connects the world’s best direct-to-consumer brands to happy, repeat customers.

Since Route launched in 2018, we’ve been on a journey to build innovative products that empower our customers, all while fostering a people-first, values-driven company culture. We’re looking for talented people across the ecommerce space to join us on the next steps of this adventure. 

Discover what life at Route has to offer.

The team 

The Merchant Technical Support team, nested within the Solution/Implementation teams, collaborates closely with various groups, including Customer Success, Customer Experience, Sales, Product, and Engineering team. Their core focus is to resolve technical issues that our merchants may encounter and help maintain merchant satisfaction with Route’s product and services. With thousands of merchants currently part of the Route network, and a constant drive for growth, the Merchant Technical Support team offers  opportunities for professionals who are in the early to middle part of their career to innovate and advance their careers within this dynamic ecosystem.

The opportunity

As a Merchant Technical Support Specialist you will be responsible for providing aid for technical issues a merchant may experience via their lifetime with Route. You will play a pivotal role in ensuring satisfaction and quick resolutions when troubleshooting technical issues. 

You have the opportunity to work cross-functionally with a variety of teams and act as the primary technical resource for the revenue organization to ensure any technical issue with Route is properly investigated, triaged, and resolved within given SLAs.

What you’ll do

• Triage, prioritize, and resolve merchant technical support tickets via Zendesk, delivering world-class client support
• Utilize Jira to triage, prioritize, and resolve tickets for bugs filed by internal merchant-facing teams via Salesforce and Zendesk
• Leverage Zendesk, Salesforce, and Jira to ensure detailed bug submissions, providing Product & Engineering teams with the information needed for issue resolution
• Take ownership of triaging and resolving queries in an internal technical support Slack channel
• Refine and improve processes for managing technical issues
• Assist Implementation & Solution Engineers with clients’ technical needs as required
• Perform other duties as assigned

What we’re looking for

• 1 year of experience with common troubleshooting practices and proficiency in Google DevTools 
• 1 year of experience with Zendesk, Jira, Salesforce, or a similar ticketing system
• Experience with HTML and CSS
• Ability to thrive in a fast-paced, autonomous environment, balancing daily responsibilities and KPIs while engaging in ad-hoc projects
• Tech-savvy with the ability to learn troubleshooting techniques while navigating multiple systems and platforms
• Proven time management skills and the ability to work under tight deadlines
• Preferred experience with e-commerce platforms such as Shopify.
• BS/BA degree in a business or a related technical field, or equivalent practical experience with strong relationship skills, preferred but not required

Equal opportunity for all

Route is an Equal Opportunity Employer. We embrace diversity and equal opportunity in a serious way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.

Total Rewards

We know our team works best when everyone feels happy, healthy, and supported. We offer to pay 100% of your health insurance premiums on a $0 deductible plan for you and your family, remote or hybrid work arrangements, unlimited PTO, 401k matching, formalized growth opportunities, learning & development, DEI programs & events, and so much more.

Pay Transparency

Salary for this role:  $51,000 - $55,000

The cash compensation above includes base salary, and is not reflective of potential commission for employees in eligible roles, or annual bonus targets under Route’s bonus plan for eligible roles. In addition to cash compensation, all Route employees are eligible to participate in Routes equity incentive plan to receive stock options per the terms of the agreement. Some roles may also be eligible for overtime pay. Individual compensation packages are based on a few different factors unique to each candidate, including their career level, skills, experience, specific geographic location qualifications and other job-related reasons.