Technical Support Specialist

Technical Support Specialist

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 B2C, B2B and public sector organizations to unify commerce operations from product discovery to product delivery.

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.

Cart.com Fast Facts:

• 6,000+ customers worldwide
• 1,600+ employees globally
• 17 warehouses nationwide, totaling over 10 million square feet of space
• Headquartered in Houston, TX with international offices in Mexico and Poland

Our 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.

Onsite: This position is open to applicants or individuals who are located in or around Groveport, OH and able to work either 1st or 2nd shift scheduled with flexibility for longer hours based off of business and peak needs.

The Role:

Cart.com is looking for a Technical Support Specialist who is able to solve complex problems and provide level 2 and 3 technical support working closely with Operations, Technical Services, Application Development, clients, and vendors as required. Provide analysis and troubleshooting for complex technical problems related to operations, service management, desktop, and store support with minimal supervision.

What You'll Do:

• Troubleshoot communication issues on computers and tablets.
• Un-rack/rack network/server equipment in IDFs and MDFs.
• Troubleshoot network issues
• Tracing network cables
• Running troubleshooting commands from a Windows computer
• Understanding of subnets, VLANs, routing, etc.
• Understand the difference between
• 1g vs 10g fiber modules
• Single mode vs multimode
• Fiber connectors (SC/ST/LC)
• Familiarity with desktop and mobile platforms – including Windows 10/11, macOS, Android and iOS
• Familiarity with scanner technology such as Zebra handheld and stationary scanners
• Basic computer knowledge
• Troubleshooting and problem-solving skills including but not limited to networking (wired & wireless), printing, scanner, workstation, and application issues
• Excellent communication to clearly communicate between technical and non-technical audiences
• Ability to create general technical documentation
• Eagerness to learn and develop skills
• 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.
• 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.
• Roll out new IT equipment (computers, printers, scanners, scales, peripherals) when projects arise.
• Understands how to troubleshoot communication issues on computers and tablets.
• Familiarity with desktop and mobile platforms – including Windows 10/11, macOS, Android and iOS
• Familiarity with scanner technology such as Zebra handheld and stationary scanners
• Able to un-rack/rack network/server equipment in IDFs and MDFs.
• Able to troubleshoot network issues
• Using ticketing systems, email, instant messages, communicate to all levels of internal customers.
• Ability to create general technical documentation
• Eagerness to learn and develop skills
• 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:

• Experience with systems documentation and system troubleshooting
• High level support experience
• Retail experience
• Excellent verbal and written communication skills
• Technical analysis and support
• Demonstrated knowledge of basic hardware/software installation, configuration, and capabilities
• Results oriented track record

What You've Done:

• 4-year college degree or technical training certification
• 5-8 years of IT experience

Physical Work Environment:

• 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 finger, handle or feel; as well as reach with hands and arms.
• The associate must frequently lift and/or move up to 15 pounds and occasionally lift and/or move up to 35 pounds. Specific vision abilities required by this job include close vision, distant vision, depth perception and ability to adjust focus.
• 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.
• Hotel, Airplane, and Car Travel Required.

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.

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.