WHO WE ARE
Founded in 1985, Seagull Scientific provides software solutions for designing, printing and automating the production of labels, barcodes, and RFID tags. The Company's software platform, BarTender, is utilized by businesses across all end markets, including aerospace, food & beverage, logistics, manufacturing, medical, pharmaceutical, and retail.You already know BarTender’s customers. They’re the ones pioneering commercial space flight, developing and delivering vaccines to every continent, manufacturing energy-efficient cars, providing clean water to the world, putting wholesome food on your table and groceries in your cart — and they use our software to create the labels, barcodes, and RFID that keep their supply chains moving, traceable and safe.We are headquartered in Bellevue, Washington, USA, with offices in Europe and Asia that support our global customers.
For more information about Seagull Scientific, please visit https://www.seagullscientific.com/.
LOCATION / WORK HOURS
This position is open to candidates seeking remote work in select US states, preferably on the East Coast. Work hours are 7AM-4PM Eastern Time. You must reside and be authorized to work in the US without visa sponsorship.
WHO YOU ARE
You are an early career, self-motivated, customer support professional with strong computer aptitude and Spanish fluency. You are dedicated to providing outstanding customer service and eager to learn new technical skills to make a real difference in a growing, international company. You are a strong team player who appreciates excellence, who is passionate about their work and fair in their interactions with people.
WHAT YOU WILL DO
As part of our collaborative Technical Support Team, you will be the first line of communication with our English and Spanish speaking external customers, providing product support for our BarTender software and print drivers. We consider our technical support to be a vital part of the product 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 our BarTender enterprise 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.
- Above all, provide a World-Class customer experience.
WHAT WE REQUIRE
- Prior experience as a technical support representative providing excellent customer service and demonstrating strong troubleshooting skills.
- Strong knowledge 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 Spanish and communicate effectively.
- Problem-solving ability and active listening skills.
- Ability to successfully collaborate in teams and interact with different departments.
- Completion of CompTIA A+ certification a plus.
- Spanish fluency required.
- Some shifts may require weekend work.
TERMS OF EMPLOYMENT
- Upon hire, you must be able to provide documentation that proves authorization to work in the US without visa sponsorship.
COMPENSATION AND BENEFITS
- Compensation for this full-time job is between $21.63 - $31.73 per hour, with the potential for a bi-annual performance bonus. The specific salary offered to a candidate may be influenced by various factors, including, but not limited to, the candidate’s relevant experience, education, or location.
- Excellent medical, dental, and vision plan
- 401K with 100% employer matching up to 3.0% with immediate vesting
- Competitive PTO Package
- Paid company holidays
- Tuition-reimbursement benefits
- Company-paid life insurance, short term and long-term disability benefits
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, in which 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.
