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Technical Support Specialist

Cin7
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Overview:

 

Cin7 is a fast-growing SaaS company with a worldwide customer base. Our Inventory Management and Supply Chain software helps medium-large product businesses thrive in a highly competitive, digital world. To help businesses scale, we centrally manage inventory across multiple locations and channels, connecting 500+ systems to support receiving, selling and shipping stock.

 

Responsibilities:

 

Provide technical support to the Cin7 client base, resolving technical issues and determining the client’s service and support needs. The Technical Support Specialist clarifies and resolves technical queries over the phone and via support tickets. This involves:

 

  • Determining the nature of technical issues in an expedient and efficient manner.
  • Identifying and diagnosing hardware or software faults or user errors.
  • Providing effective troubleshooting for client’s technical issues or user challenges for Cin7 products.
  • Advising on Cin7 product usage to optimize product performance and enhance client experience.
  • Communication of timelines and the updating of the status of escalated tickets.
  • Building customer loyalty and trust through demonstrating superior technical knowledge and efficient resolutions.
  • Installation & configuration of client’s computer hardware, operating systems and applications.
  • Logging the queries into the system and coordinating their progress and resolution.
  • Offering advice and guidance to promote maximum output for clients from Cin7 products.

 

Requirements:

 

  • 2+ years' experience in a customer support role, preferably at a software company
  • Retail, wholesale or inventory software experience preferred
  • An interest in technical challenges and can quickly learn a reasonably complex software
  • Enthusiastic demeanor, with naturally confident communication skills
  • Ability to able to think proactively and think outside the box while troubleshooting effectively
  • Base level skills with HTML, CSS and SQL 

 

Benefits:

 

  • Fast-paced and innovative working environment, where new ideas are always welcome.
  • Plenty of opportunities for career development.
  • We provide a full benefits package, including comprehensive health insurance and a flexible PTO policy.
  • We have the most integrated Inventory Management software platform on the planet. We work with Industry giants like Quickbooks Online, Amazon, Google, Shopify and Microsoft!
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C#Languages
    • SqlLanguages
    • jQueryLibraries
    • jQuery UILibraries
    • ReactLibraries
    • ASP.NETFrameworks
    • Node.jsFrameworks
    • Microsoft SQL ServerDatabases
    • RedisDatabases
    • AWS (Amazon Web Services)Services
    • Microsoft AzureServices
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • ConfluenceManagement
    • JIRAManagement
    • SalesforceCRM

Location

Our collaboration space is in a bustling area with plenty of bars and restaurants nearby. It's 3 blocks from Union Station, making it very convenient via public transit.

An Insider's view of Cin7

How would you describe the company’s work-life balance?

Cin7 offers an unlimited PTO policy, which I appreciate after having jobs in the past that did not have much time or flexibility for our time off. Our teams show up to work ready to collaborate and reach our shared goals, but also emphasizes the importance of personal time to fill our cups.

Carrie

Program Manager, Partnerships

What does your typical day look like?

My typical day consists of sourcing candidates, reviewing resumes, and conducting phone screens. I enjoy talking to candidates and finding the right fit for us as a company and the candidate's career journey. I partner closely with hiring managers and other team members to collaborate on projects and match the right talent to each open position.

Jessica

Talent Acquisition Manager

What makes someone successful on your team?

Good customer service starts with a human touch.
Hiring the right talent, and providing them with rigorous training, helps us to improve customer centricity. To succeed in customer support at Cin7, a professional must have strong knowledge of the company values and its products and be empowered to go out of their way to fix customer problems.

Shawn

Director, Customer Support (Cin7 Omni)

What is your vision for the company?

We want to empower modern product businesses to thrive in a fast-changing connected world. Our inventory management software tool is the most comprehensive, easy-to-use and swift-to-implement product available globally. And our dynamic,innovative world-class team lives our values daily, helping our customers scale and sell to anyone anywhere.

David

CEO

What projects are you most excited about?

We just launched a new Partnerships division, aimed at tackling the exciting cloud migration underway in our space. This program will materially shift our business, and the team we've brought on to lead this effort is bringing so much energy. We're continuing to pursue having the most robust partner ecosystem in our space!

Michelle

Global VP, Partnerships

What are Cin7 Perks + Benefits

Cin7 Benefits Overview

Cin7 understands that people's lives are rich and varied - each with different challenges, motivations and expression. We work to not only accommodate but to facilitate and celebrate those aspects of life. We are led by our values (Strive, Trust, Innovate, Collaborate) and they inform what we offer our people. We're always working towards the next initiative in this area.

Culture
Volunteer in local community
Cin7 participates in local volunteer activities such as Food Bank of the Rockies and Denver Rescue Mission. We also have volunteer days with our customers (2 per year).
Partners with nonprofits
Cin7 regularly fundraises for charities. In 2023 this included: supporting Maui after the fires, aiding the International Hunger Crisis, Denver Rescue Mission, Conservation International, & Urban Peak
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Employee-led culture committees
Day off for your birthday
At Cin7, we celebrate you. Take time off on your birthday to rest and recharge, or party your socks off!
Quarterly engagement surveys
Hybrid work model
Employee awards
Flexible work schedule
Cin7 offers flexible start and finish times each day. We also offer one day working from home each week for all employees.
Remote work program
Cin7 offers flexible start and finish times each day. We also offer one day working from home each week for all employees.
Diversity
Documented equal pay policy
Highly diverse management team
Cin7 is a highly diverse company & this is reflected everywhere: 8 nationalities in the Senior team alone; a significant % of women in leadership: and a huge range of ages and life-stages represented.
Mandated unconscious bias training
We are working on an Unconscious Bias training programme which will be delivered in 2020
Diversity manifesto
Mean gender pay gap below 10%
Hiring practices that promote diversity
Cin7 has expanded hiring into more regions so that we have the ability to hire talent with diverse backgrounds and cultures.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Disability insurance covers 200% of annual salary
Dental insurance
We offer a variety of dental plans to employees at costs between $10-$100 / month
Vision insurance
Cin7's Vision plan is effectively offered to all US employees for free. Glasses and lenses are covered in full.
Health insurance
We offer a variety of plans that cover up to 100% after deductible, or PPOs with low co-pays
Life insurance
Wellness programs
Wellness resources offered through Trinet
Mental health benefits
Mental health resources offered through Trinet
Wellness days
Every year in June, we celebrate Cin7 Day, which is a Wellness Day for our employees to do anything that makes them happier and healthier.
Financial & Retirement
401(K)
401k program offered through Transamerica.
Performance bonus
Cin7's performance bonus plans for some roles are base don targets set by direct supervisors.
Child Care & Parental Leave Benefits
Generous parental leave
We provide up to 12 weeks of parental leave for the primary caretaker.
Family medical leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited vacation policy
Paid volunteer time
Paid holidays
Office Perks
Commuter benefits
Cin7 offers pre-tax commuter benefits for all US employees.
Company-sponsored outings
Cin7 hosts a great Christmas party and typically has a number of other company outings each year - boat trips if you are in NZ.. There's weekly football, fun-runs, fitness challenges too
Free snacks and drinks
Cin7 has great coffee and a weekly fresh fruit delivery
Company-sponsored happy hours
Happy hours are held monthly on Fridays. Drinks, pizza, snacks & fun are all on the menu. In 2020 Covid has given us more opportunity & need for virtual social interaction too & happens weekly.
Mother's room
Professional Development Benefits
Job training & conferences
Cin7 offers professional and personal development opportunities utilising both in-house expertise and outside providers.
Lunch and learns
Cin7 hosts Lunch and Learns each week. We offer a variety of subjects, speakers and activities - from serious to fun, professional to recreational.
Promote from within
Mentorship program

Additional Perks + Benefits

As Cin7 continues to grow, we're continuing to expand what we offer to our awesome team.

View full list of perks + benefits

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