Posted: 11-Jan-23
Location: Nationwide
Type: Full Time
Salary: $40k - $70k
Categories:
Salary Details:
Preferred Education:
Additional Information:
Company Description
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PLEASE NOTE YOU NEED TO SUBMIT A VERY SHORT VIDEO WITH YOUR JOB APPLICATION. NO VIDEO, NO CONSIDERATION. SORRY! SEE BELOW FOR THE VIDEO INFORMATION.
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SureDone's software helps e-commerce sellers mature and scale their business by standardizing and automating repetitive, error prone and inaccurate processes. SureDone becomes the hub of the e-commerce wheel, pulling in products, inventory, pricing, orders, tracking and more from the spokes. Our software then "does stuff" to this data letting our customers manage the data from inside our platform before sending it back out to other spokes. We give time back in a seller's day so they can focus on growing their business as opposed to just running it.
We're an incredibly customer centric company and this is the reason most of our customers, whose subscriptions literally pay our paychecks, stick with us. We're not big and we put our employees and their families first. Plenty of holidays and vacation time, the ability to work from anywhere and we really care for your well being. From the CEO down, everyone is expected to jump in wherever they are needed to help both customers and their teammates. We're all about solving problems. Not making them.
Job Description
Unless you are in upstate NY and want to work from an office, this is a remote position.
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85% of applicants ignore this requirement - so if you don't ignore it, you'll have a MAJOR leg up over everyone else. As part of your application, please submit a 2-4 minute video introducing yourself and your personality. We don't care what you talk about (though maybe take a few hints from this job ad as to what's important to us), but you have to submit a video. You can put it up on Youtube as a private video or anywhere else you want - as long as you provide us with a link we can access. If you do not submit a video, you will not be considered for this position. PLEASE INCLUDE THE LINK ON YOUR COVER LETTER OR RESUME.
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- Your primary role will be onboarding new customers to our platform with a specific focus on writing "automations", or scripts, in our own scripting language - so you'll need a basic background in programming that helps you understand how to create and troubleshoot logic flows. SureDone automations automate connections to suppliers and other systems. BASIC programming skills from 1986 don't count.
- In addition to writing the automations, you'll speak with customers about their automation needs and develop clear definitions (scopes) of how the automations will work i.e. data inputs, outputs and logic, along with creating "testing plans" to ensure they work properly. You will also work with the customer to perform the actual tests.
- You will train customers on how to use our platform, help them configure the system, and import and get their data right. You're not allowed to yell at them - so you need to be a generally nice person (at least when you're working with our customers, and preferably your co-workers).
- You'll use intermediate functions of Excel to work with datasets so large that they will slow your computer to a crawl at times.
- Secondarily, you'll be part of our help desk to assist with solving customer issues. And they definitely have issues - but you'll be focused on the ones having to do with our software.
- At times, customers may become upset or frustrated. You'll be responsible for de-escalating any issues and helping them solve the problem that created the frustration.
- You'll need to do tasks outside of your job description at times. Help in sales and marketing. Work with our dev team. Do QA and testing. Go to a trade show and represent us at a booth. Everyone helps out, all the way to the CEO. We also require every team member to do two things that increase their personal capabilities and also help the company every six months.
- We have a focus on e-commerce sellers in the automotive, motorsports, powersports and marine aftermarket verticals. If you like cars or motorcycles and are rebuilding one, you can't accept parts and accessories as tips - but if you're really good and fun you might get an all expenses paid trip to be in our booth at the SEMA tradeshow.
- You should present as a nice person with a sense of humor (or at least sarcasm or irony) (the nice person part should come across in your video).
- Meticulous planning and time management skills with the ability to work on numerous projects simultaneously.
- You need to be a fast learner with no ego and have the ability to move quickly while continuously, and positively, communicating with both customers and teammates. Keeping people in the loop is as important, if not more important, than actually solving an issue.
- At least 2 years of experience working for a SaaS company in a support or onboarding role, OR with direct responsibilities for managing listings, inventory and orders on eBay, Amazon and elsewhere at an e-commerce seller.
- SureDone automations are JSON files that explain what to connect to, what data to expect, and what to do with that data using our own proprietary commands. You don't need to have an extensive programming background, but wxperience writing scripts in scripting languages such as PHP, Python, Ruby or similar and the ability to understand how programs work from a logic perspective will be critical.
- Understanding of how APIs work, along with XML, JSON and CSV formats.
- Strong experience with intermediate Excel skills including vlookup and large data sets.
- Experience with person to person training or instruction in some capacity. Mansplaining doesn't count.
- Excellent writing skills - including both grammar and spelling - that exhibits professionalism and attention to detail. You need to do the grammar good.
- Experience with providing support via remote means such as Zoom and telephone.
- Experience with selling on or supporting sellers on Amazon, eBay, Walmart and other marketplaces.
- Experience with HTML, CSS and Javascript a bonus.
- Experience with an e-commerce operations platform such as SureDone, Channel Advisor, Solid Commerce or other platform preferred.
- Experience in the automotive, motorsports and powersports parts and accessory space preferred.
- Fluent in English. If you have an accent it must be minimal and we must be able to clearly understand your speech.
- Ability to consistently work in the US Eastern Time Zone operational hours (8am-5pm or 9am-6pm).
- Preferably with a permanent address within the United States and authorized to work in the US - although we don't care where you're actually working from as long as you can work within Eastern Time Zone hours.
