Technical Support Representative
Join a team that’s transforming eCommerce automation.
Since 2010, Connex has empowered over 5,000 businesses worldwide by seamlessly syncing their accounting systems—like QuickBooks—with selling channels such as ShipStation and Shopify. We’re a dynamic, customer-focused software company based in Acton, Massachusetts, and we’re looking for a Technical Support Representative to help our customers succeed.
What You’ll Do:
As a key member of our support team, you’ll play a vital role in ensuring our customers get the technical help they need. You'll troubleshoot, document, escalate, and follow through on technical issues while collaborating closely with internal teams to improve our software and customer experience.
Key Responsibilities:
- Provide phone and email-based technical support to existing customers, following standard operating procedures.
- Keep our customer-facing knowledge base up to date with accurate, easy-to-follow content.
- Escalate complex issues to management and developers using Jira and monitor ticket progress.
- Communicate updates on open support tickets to customers in a clear and timely manner.
- Identify trends in customer issues and collaborate with the team to diagnose and resolve them quickly.
- Share customer feedback with the product and development teams to enhance the Connex platform.
- Support internal team members by answering technical questions related to our software.
What You Bring:
- 2+ years of experience in a customer-facing technical support role.
- Strong background in QuickBooks or other accounting tool.
- Strong written and verbal communication skills.
- A detail-oriented mindset with a passion for problem-solving.
- Experience troubleshooting software related to order management, accounting, shipping, or eCommerce (preferred).
- Familiarity with tools like Jira and Zendesk (a plus).
- U.S. Citizenship (required).
Compensation & Benefits:
- $65,000 annual salary.
- 3 weeks paid vacation.
- Comprehensive health benefits.
- Open to flexible start and end times.
- Opportunities for professional growth and cross-functional learning
- Supportive team culture and flexible work environment
Ready to help customers succeed with Connex?
Apply now and be part of a team that values communication, innovation, and collaboration.
Please send cover letter and resume to dora@connexecommer.com
