Generate Sales QA Support I

NOTE: Maximum range is provided as an example of the wage/salary range for each position and its earning capacity given factors such as time in position, longevity with the company education level, and performance experience.  Newly entering employees should expect to enter at the minimum to midrange level, and not the cap which is for employees with tenure and above level skill sets in that position.

PURPOSE OF POSITION:

To support Goodwill Sellers using Generate Sales (our Warehouse Management Software) and ShopGoodwill.com (our online ecommerce platform). This position will be the primary technical contact for sellers to get technical support, installation support, and report issues to the development team.

SUPERVISION RECEIVED:

Reports directly to the ShopGoodwill.com Product Director.

DUTIES AND RESPONSIBILITIES:

Coordinate with sellers and the Generate Scale team to oversee the technical onboard for Generate Sales including software installation, hardware configuration, and initial onboarding support.  Triage and answer seller support tickets for Generate Sales.  Works directly with the Product Director to provide bug feedback, reproduction, and additional insight into reported bugs.  Performs and reports on activities related to the testing, maintenance, and delivery of Generate Sales, ShopGoodwill.com, and related websites.  Serves as secondary resources for the collection, documentation, management, and presentation of programming defects to the development team.  

Communicates directly with stakeholders (buyers, sellers, and administration staff) for the purpose of system setup, support, and bug reporting when necessary.  Drives on company business.  Perform other job-related duties as required.  Safeguards company property, including donated goods. Reports any incidents of theft or unauthorized possession of company property.  Always act safely, following all safety rules and regulations.  

Follows all company policies and procedures.  Promotes and demonstrates cooperation and teamwork. Assists and shares knowledge and information with other employees as needed.  Uses good people skills such as courtesy, sensitivity, politeness, and thoughtfulness. Works with, trains, and/or acts as a good example for program participants receiving training at Goodwill.

MINIMUM JOB REQUIREMENTS:

Three to five years’ e-commerce operations experience, preferred.  Three to five years’ helpdesk/technical support experience, preferred.  One to three years’ technical trouble shooting and documenting experience; Computers/Browsers, Desktop Support, iOS/Android Devices.  Warehouse Hardware (printers, scanners, scales, etc.).  Excellent interpersonal communication skills to interact with all levels of management, employees, clients, and the public.  Ability to maintain confidentiality of information when needed.  Valid driver's license, liability insurance, and a DMV record acceptable to Goodwill’s insurance company.  Experience with SQL Querying, preferred but not required.  Experience with Scripting/Programming, preferred but not required.  Knowledge of auction-based e-commerce platforms (e.g., shopgoodwill.com), preferred but not required.  Previous experience with Goodwill and Goodwill eCommerce, preferred but not required.