Technical Support Representative I

WHO WE ARE Seagull Software LLC is a global leader in real-time item-level visibility and label management solutions dedicated to powering the worlds most complex supply chains with innovative tools for traceability authentication and automated inventory management. Our BarTender platform enables businesses across all industries to design manage print and automate the production of labels barcodes and RFID tags ensuring seamless tracking and compliance for over 100 billion unique identifiers each year. Leveraging the Mojix high-security scalable SaaS traceability platform Seagull delivers end-to-end intelligence harmonizing data to drive operational efficiency enhance customer experiences and reduce risk. Learn more at www.seagullsoftware.com . Were a growing profitable mid-size business with a 40-year history of leading in our field. Headquartered in Redmond Washington with offices across the United States Europe and Asia Seagull empowers businesses worldwide to keep their products moving traceable and safe. Youll work with global talented and diverse teams passionate about what they do and its impact on everyone everywhere. Join us and help shape the way the world works. LOCATION / HOURS This role can be performed as hybrid in the Redmond Washington area or as a remote position in the US. It requires working an 8.5 hour shift between the hours of 7AM - 6PM PST. Some weekend work may be required. WHO YOU ARE You are a self-motivated customer support professional with strong computer aptitude.You arededicated to providing outstanding customer service and eager to learn new technical skills to make a real difference in a growing company as part of a global team. WHAT YOU WILL DO As part of our collaborative Technical Support Team you will be the first line of communication with our external customers providing technical assistance on Seagull Software on-premises and SaaS solutions (our main product being BarTender) and our printer drivers. We consider our technical support to be a vital part of the products we sell and want it to be the best. You will:

• Be the first point of contact with external customers over email chat and phone.

• Provide support to customers by identifying troubleshooting and resolving technical issues relating to ourenterprise software and third-party applications.

• Escalate issues to higher support tiers as needed.

• Research and answer miscellaneous questions about software capabilities from resellers and end users.

• Identify and record details about support tickets and contribute to the documentation and the Knowledge Base.

• Play a vital role in suggesting improvements to our product.

• Work closely with other departments including Engineering IT QA and Sales.

• Have the opportunity to take on special tasks and projects such as report writing product documentation suggest improvements for our products and programming.

• Above all provide a World-Class customer experience.

WHAT WE REQUIRE

• Prior experience as a technical support representative demonstrating excellent customer service and troubleshooting skills.

• Strongknowledge of Windows operating systems.

• Technical aptitude with the ability to quickly learn and work with new software.

• Strong written and verbal communication skills with the ability to speak clear English and communicate effectively.

• Problem-solving ability and active listening skills.

• Ability to successfully collaborate with different teams as well as being self-motivated to work individually.

• Some shifts may require weekend work.

Preferred Qualifications/Education:

• Computer Science Degree or Technology Certification

• Completion of CompTIA A+ certification

• Spanish fluency (stipend may apply)

COMPENSATION & BENEFITS

• The assigned salary band for this full-time job is $46400 -$68000 per year withstartingpay of $24.00 per hour and eligibility for a bi-annual bonus. The specific starting salary offered to a candidate may beinfluenced by various factors including but not limited to the candidates relevant experience education or location.

• Excellent medical dental and vision plan

• 401K with 100% employer matching up to 3.0% with immediate vesting.

• Accrual of 21 days of PTO (combined vacation and sick days) per year for the first four years of employment with additional accrual increases for years of service

• 10 paid company holidays per calendar year

• Company-paid life insurance short-term and long-term disability benefits

• Tuition-reimbursement benefits

• Free parking (Redmond office)

TERMS OF EMPLOYMENT Upon hire you must be able to provide documentation that proves authorization to work in the US without visa sponsorship. OUR CULTURE We are Fair we are Passionate we appreciate Excellence and we act as a Team. We offer a dynamic culturally diverse and fun environment where people with energy creativity and passion work together to deliver amazing product experiences for our customers. Join a team where your background is valued and respected and your unique insights and ideas contribute to building a culture of diversity equity and inclusion. EQUAL EMPLOYMENT OPPORTUNITY Seagull Scientific LLC is proud to provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws. This policy applies to all terms and conditions of recruiting and employment.