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Technical Support Specialist



IT, Customer Service
California, USA
Posted on Thursday, April 25, 2024

Job Description:

Who we are:

We’re Cart.com, one of the fastest growing commerce enablement companies in the world. We provide the digital and physical infrastructure that empowers thousands of leading B2B and B2C companies to unify commerce operations across channels and sell and fulfil anywhere their customers are.

We’re building toward a world where commerce has no bounds. Our enterprise-grade software, services and logistics infrastructure, including our own network of omnichannel fulfillment and distribution centers, enable merchants to navigate an increasingly complex operating landscape and drive efficient growth.

Our goal is to be the global backbone of commerce. To achieve it, we’re looking for entrepreneurial, innovative and determined teammates who are eager to help our growing base of customers simplify their commerce operations and seamlessly reach their own customers, wherever they are. Sound like you? We’d love to hear from you.

Cart.com Fast Facts:

  • 6,000+ customers worldwide
  • 1,600+ employees globally
  • 14 warehouses nationwide, totaling over 8 million square feet of space
  • Our software lists $10+ trillion in product value across channels
  • Our digital and physical operations support $8+ billion in Gross Merchandise

Our values:

Cart.com is building a company that is committed to living out these 6 core values:

  • Be brand obsessed: Our lives are shaped by the brands we interact with daily. We obsess over the brands we serve, and about the things they care about.
  • Think beyond the box: “We’ve always done it that way” is not a phrase uttered often at our office. We create creative solutions to complex problems.
  • Don’t give up: We learn from our challenges and see them for what they are; great building blocks to an amazing brand story.
  • Speak up: We communicate clearly and directly because we care deeply. Communication is the bedrock of our community.
  • Work together: We’ve built a team that prides itself on diversity of thought and background. Collaboration is better with contrast.
  • Remember to be human: We work hard, but we leave room for the people, places and things that we love.

The Role:

Cart.com is looking for an Technical Support Specialist who will provide onsite support in our fulfillment centers, specifically Groveport, OH reporting to the Sr. Manager of Facilities. You will support, maintain, and troubleshoot IT issues for picking, packing, and receiving stations. You may also support local office IT needs.

Other responsibilities include writing step-by-step knowledge base articles, sharing knowledge with other facilities, becoming an in-house expert on our equipment, raising critical issues to our Tier 2 teams, and being an advocate for operational needs.

What You'll Do:

To perform this job successfully an individual must be able to satisfactorily perform each essential duty as assigned. The requirements listed below are representative of the knowledge, skill and/or ability required. Other Duties not listed may be assigned.

• Follow guidelines set forth by our cyber security department and other internal controls.

• Work hand in hand with fulfilment center operations to support tickets for internal operational readiness.

• Oversight of all IT inventory at the facility.

• Finger on the pulse of the facility / operational ebbs and flows understand when to request equipment.

• Raise awareness to Tier 2 Support team when issues seem critical to operational success.

• Team-first attitude and willingness to help your co-workers provide excellent customer service.

• Troubleshoot paper and label printers.

• Provide eyes and hands for our remote network team.

• Rollout new IT equipment (computers, printers, scanners, scales, peripherals) when projects arise.

• Always represent Cart.com’s core values.

• Using ticketing systems, email, instant messages, communicate to all levels of internal customers.

• Ability to lift 50 lbs, safely, repeated throughout the day.

• Ability and willingness to work all major US holidays, except Christmas and New Year’s Day
Who You are:

  • No less than 1-2 years of experience in any relatable field such as technical support in an eCommerce environment, or other warehouse or 3PL location.
  • Ability to speak and write in English fluently.
  • Ability to stand or walk for 95% of their scheduled shift.
  • Personable and friendly persona that would resonate well with customers.

What You've Done:

  • Associate’s degree in computer science or equivalent practical experience.
  • Other IT Certifications, such as A+ highly desirable.

Bonus Points:

  • Fluency in Spanish
  • Previous work with HP and/or Zebra Printers
  • Previous work experience in a warehouse without temperature controls
  • The ability to arrive at the facility within 30 minutes for emergency or after hours calls, on occasion

Physical Work Environment:

The physical demands described here are representative of those that are required by an associate to successfully perform the essential functions of this job.

  • While performing the duties of this job, the associate is regularly required to talk or hear. The associate is frequently required to sit; stand; walk; use hands to handle or feel; as well as reach with hands and arms.
  • Ability to work in open environment with fluctuating temperatures and standard lighting.
  • Ability to work on computer and mobile phone for multiple hours; with frequent interruptions.
  • Required to travel in elevator or stairwells to attend meetings and engage with associates on multiple floors throughout building.

This is a full-time position. As an International Retailer, occasional evening and/or weekend work may be required during periods of high volume. This role may operate in a professional office environment and routinely uses standard office equipment. This role may also operate in a warehouse environment subject to inside environmental conditions with protection from weather conditions but not necessarily from temperature changes. This role may also be subject to loud noise due to conveyor systems and material handling equipment and routinely uses standard personal protective equipment.

Currently, Cart.com does not intend to hire candidates who will need, now or in the future, Cart.com sponsorship through any non-immigrant visa category such as the H-1B, H-1B1, E-3, O-1, or TN.

All hiring is contingent on eligibility to work in the United States. We are unable to sponsor or transfer visas for applicants.

Cart.com is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.