Senior Associate, Global Partner Support Tech Help Desk

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.