ShopRunner | Integration Support- Specialist - Technical.ly

Integration Support- Specialist

  • Location

    Philadelphia

  • Category

    Dev / Eng

ABOUT THE ROLE:

The Integration Support Specialist will report to the Director of Integrations. This role will play a critical part in supporting our merchants once they’ve gone live on our technology. You’ll oversee the technical support function and service desk for our partners. You’ll answer technical questions and inquiries primarily through email and phone. You’ll make sure that technical issues are identified, prioritized, and driven to completion. This role with be partner-facing, so you’ll need to be able to easily communicate with technical and non-technical people on a variety of aspects of our technology.

This is a 6-month contract position with possibility of extension to full time.

ABOUT WHAT YOU’LL DO: 

  • Be the primary contact internally and externally for technical issues with our merchants implementation and data feeds
  • Manage technical issue triage through resolution in coordination with Product and Development teams
  • Provide issue-related reporting, root cause analysis, service level definition, and SLA tracking
  • Track and report Technical Support KPIs and our progress over time in successfully helping our merchants
  • Monitor for and escalate issues affecting multiple retailers and ensure they are resolved appropriately
  • Work with Finance to reconcile any billing and reporting discrepancies 

ABOUT WHAT WE’RE LOOKING FOR:

  • Experience in technical support
  • Familiarity with data querying languages such as SQL
  • Familiarity with issue management tools such as Jira, ZenDesk, and Desk.com
  • Familiarity with HTML, CSS, JavaScript, and website tagging and data collection technologies
  • Experience with project management and technical issue resolution
  • Phenomenal communication skills. You know how to give/receive good news, bad news, suggestions, and feedback. You are adept at communicating technical ideas to non-technical people
  • BA/BS

We want you to bring your whole human self to work every single day. We accept you for who you are and consider everyone on an equal opportunity basis without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

About Us

At ShopRunner, it’s all about creating a culture that provides choice and challenge. If Chief Technology Officer, Greg Ball, had to pick one quality that he most admires in ShopRunner employees, it would be determination.

In an ecommerce space dominated by Amazon Prime, it takes a lot of grit to challenge the status quo and innovate to develop a more enjoyable online shopping experience for retailers and consumers. But that’s exactly what ShopRunner employees do, and that’s why they love working there.

Perks include a flexible work schedule, generous parental leave program, paid time for community volunteer work and a robust snack station, all of which encourage ShopRunner team members to mold their optimal work environments. Ultimately, though, employees are attracted to ShopRunner’s agile work environment and ample room for upward mobility.

“One of the main reasons I came here was to have a larger impact on a company,” says Corey Sayers, Product Design Lead, who is currently working on a new native app that will facilitate better discovery and shopping experiences. “I feel I have a true seat at the table [at ShopRunner].”

The company prides itself on seven core values:

  • Boldness
  • Inclusion
  • Grit
  • Candor
  • Accountability
  • Spirit
  • Hustle

ShopRunner’s East Coast office is located in one of several buildings that comprise a new commercial and residential campus in Conshohocken, Pa. The open-concept office includes designated desks for employees as well as communal conference spaces. Whiteboard walls covered in code wrap around the interior of almost every room.

One particular board in the entryway stands out: designated the “Wall of Wonder,” Polaroids of each employee are neatly strung along like a colorful DIY clothing line, serves as a tool for new employees to put a face to a name in the office and as a way for team members to get to know one another.

Each week the board features a fun question like “What is your favorite restaurant?” Employees write their answers in below their snapshots.

As ShopRunner continues to bring an increasingly Cali vibe to Conshy it’s no wonder their staff has jumped by approximately 70 percent in 2017. Cat’s out of the bag: management openly plans to hire “pretty aggressively” quarter over quarter throughout this year.

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