We’re seeking highly analytical, passionate, and self-motivated individuals to join our GPS Tech Help Desk team. Our team is responsible for providing day-to-day technical support to our supplier & customer-facing teams, and enabling best-in-class support to an ever-growing supplier base. As a senior associate on this team, you will work at the core of our E-commerce business: operating at the intersection between suppliers, customers, internal users, and technology!
Our GPS Tech Help Desk team plays a critical role in providing direct technical support and guidance to Wayfair teams, while maintaining a persistent point of contact between business and technology. This team plays a crucial role in handling and resolving complex technical issues in the areas of product functionality and defect correction, with the ultimate goal of improving both the supplier & customer experience on site. You’ll accomplish this by achieving proficiency across Wayfair’s technology ecosystem to troubleshoot issues, identify root causes, and work cross-functionally to resolve problems for our partners. You will also be tasked with leading initiatives such as problem-solving with business and technology stakeholders, articulating and executing against tactical plans, monitoring / reporting on key business metrics, and developing team infrastructure to help us achieve our vision. As a member of the GPS Tech Help Desk, you’ll be able to track how your work directly impacts Wayfair’s revenue!
What You'll Do
- Provide support and guidance to supplier-facing teams at Wayfair for bugs and issues related to Partner Home functionality on site.
- Diagnose and troubleshoot complex issues and provide appropriate solutions to triage reported problems
- Resolve, triage, or escalate issues to appropriate teams
- Create and update team knowledge articles as new issues and fixes arise
- Provide knowledge transfer and trainings to internal teams via direct responses to issues and sharing team resources
- Recommend procedure/workflow modifications or improvements
- Analyze and identify trends in issues to prioritize bugs and issues based on impact and severity
- Work closely with software product and engineering teams to identify and triage issues
- Be a problem solver to root cause issues and react quickly for resolution of issues
- Test new innovative ideas, processes, and technologies to enhance team capabilities
- Work effectively across teams and departments to ensure efficient collaboration and issue resolution
- Think pro-actively and critically about our internal processes to improve efficiency and effectiveness
What You’ll Need
- 3-5 years of E-commerce, corporate retail, management consulting, tech, sales, support or general account management experience preferred
- Innovative problem-solving skills, plus the ability to dissect and determine root causes of problems, then implement solutions
- Articulate and persuasive communication skills, both written and verbal
- A track record of successful project and relationship management skills
- Ability to multi-task and thrive in a fast-paced environment
- Proven ability to quickly get up to speed
- Growth mindset and enthusiasm about professional development
- Interest in solving difficult problems
- Ability to work collaboratively with both direct and cross-functional teams
An Important Note about Wayfair's In-Office Policy:
- All Boston-based interns, Co-ops, and corporate employees will be in office in a hybrid capacity. Employees will work in the office on designated days, Monday - Thursday, and work remotely Friday.
Massachusetts Applicants: I understand that it is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
About Wayfair Inc.
Wayfair is one of the world’s largest online destinations for the home. Whether you work in our global headquarters in Boston or Berlin, or in our warehouses or offices throughout the world, we’re reinventing the way people shop for their homes. Through our commitment to industry-leading technology and creative problem-solving, we are confident that Wayfair will be home to the most rewarding work of your career. If you’re looking for rapid growth, constant learning, and dynamic challenges, then you’ll find that amazing career opportunities are knocking.
No matter who you are, Wayfair is a place you can call home. We’re a community of innovators, risk-takers, and trailblazers who celebrate our differences, and know that our unique perspectives make us stronger, smarter, and well-positioned for success. We value and rely on the collective voices of our employees, customers, community, and suppliers to help guide us as we build a better Wayfair – and world – for all. Every voice, every perspective matters. That’s why we’re proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other legally protected characteristic.
Your personal data is processed in accordance with our Candidate Privacy Notice (https://www.wayfair.com/careers/privacy). If you have any questions or wish to exercise your rights under applicable privacy and data protection laws, please contact us at [email protected].
What We Do
Wayfair is the destination for all things home: helping everyone, anywhere create their feeling of home. From expert customer service, to the development of tools that make the shopping process easier, to carrying one of the widest and deepest selections of items for every space, style, and budget, Wayfair gives everyone the power to create spaces that are just right for them.
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