Support Technician I - Temporary Contract

Seagull Software, LLC, is a global leader in real-time, item-level visibility and label management solutions, dedicated to powering the world’s most complex supply chains with innovative tools for traceability, authentication, and automated inventory management. Our BarTender™️ platform enables businesses across all industries to design, manage, print, and automate the production of labels, barcodes, and RFID tags, ensuring seamless tracking and compliance for over 100 billion unique identifiers each year. Leveraging the Mojix™️ high-security, scalable SaaS traceability platform, Seagull delivers end-to-end intelligence, harmonizing data to drive operational efficiency, enhance customer experiences, and reduce risk. We’re a growing, profitable, mid-size business with over a 40-year history of leading in our field. Headquartered in Redmond, Washington, with offices across the United States, Europe, and Asia, Seagull empowers businesses worldwide to keep their products moving, traceable, and safe.

About the role

This is a 3-month contract position working remotely in the US. Shift hours are from 7:00 AM - 3:30 PM EDT. Some infrequent, on-call weekend work may be required.

You are a self-motivated, customer support professional with strong computer aptitude, dedicated to providing outstanding bilingual 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, is passionate about their work, and fair in interactions with people.

Responsibilities

• 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 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.
• Take on special tasks and projects, such as report writing, product documentation, and suggesting improvements for our products and programming.
• Above all, provide a World-Class customer experience.

Requirements

• 2+ years’ prior experience as a technical support representative, demonstrating excellent customer service and 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 English communication skills, with the ability to speak and write clearly and communicate effectively. Fluency in other languages is a plus.
• Problem-solving ability and active listening skills.
• Ability to successfully collaborate with different teams, as well as being self-motivated to work individually.
• Some shifts may require weekend work.

Qualifications

• Computer Science Degree or Technology Certification or equivalent experience.
• Completion of CompTIA A+ certification preferred.

Pay

Starting hourly rate of $24.50 per hour (overall salary band $22.30 - $32.69 per hour).

Schedule

This is a 3-month temporary contract with potential for extension. Shift hours are from 7:00 AM - 3:30 PM EDT. Some infrequent, on-call weekend work may be required.

Terms

You will need to be set up legally as a direct contractor / self-employed. Direct contract roles are not eligible for benefits. Prior to the start of your contract, you must provide documentation proving authorization to work in the US without visa sponsorship and complete a background check.