Technical Support Specialist Position Available In Northampton, Pennsylvania

Technical Support Specialist Famous Smoke Shop – 3.0

Easton, PA Job Details Full-time Estimated:

$37.7K – $47K a year 18 hours ago Benefits Health insurance 401(k) Paid time off Qualifications Jira Software troubleshooting Customer service Magento NetSuite Information Systems Mid-level High school diploma or GED IT support Agile Business Administration Associate’s degree 2 years Communication skills

Full Job Description About Famous Smoke Shop:

Famous Smoke Shop is a premier online cigar retailer dedicated to providing top-notch customer service and an exceptional shopping experience. Join our dynamic team and contribute to our commitment to excellence in serving cigar enthusiasts worldwide. Job Summary We’re seeking a highly organized, tech-literate communicator to serve as a vital bridge between our IT department and business teams. You’ll improve the flow of information, ensure clarity in system requests, and provide follow-through after technology rollouts. By reviewing, routing, and refining IT support tickets, you’ll reduce miscommunication, increase speed of delivery, and enhance the efficiency of cross-functional teams. You’ll work across systems like Magento 2, NetSuite, Zoku, and ShipHawk, ensuring that submissions reflect true business needs and result in meaningful technical outcomes. This is an ideal role for someone who thrives on coordination, critical thinking, and process optimization. You’ll thrive in this role if you: Enjoy connecting technical and non-technical people Excel in clarifying needs and managing communication Want to shape smarter, faster technology adoption Stakeholder Collaboration The Technology Support Specialist works closely with a wide range of stakeholders across the organization to ensure smooth and efficient communication between technical and business teams. This role serves as a daily point of contact for: All members of the IT team, including developers, system administrators, and help desk personnel Department heads and business leaders, including: Director of Purchasing & Merchandising Director of Marketing Director of Accounting Director of Warehouse Operations Demand Planner And other cross-functional stakeholders involved in project rollouts, platform usage, or system enhancements By collaborating directly with these individuals, the liaison ensures ticket submissions are well-documented, business impacts are accurately communicated, and post-deployment feedback is captured and routed for resolution. Essential Duties and Responsibilities Review all incoming IT support tickets (Jira) for completeness, clarity, and business impact. Prioritize, categorize, and route tickets to the appropriate IT resource (development, infrastructure, help desk). Ensure tickets meet documentation standards before escalation to minimize back-and-forth. Liaise directly with ticket submitters to gather missing information or resolve ambiguities. Act as a translator between technical teams and non-technical business users to align goals and deliverables. Maintain a high standard of professionalism and clarity in all communications. Coordinate with departments after project rollouts or fixes to verify success and gather structured feedback. Track issue resolution outcomes and escalate recurring pain points. Assist in identifying process improvements based on real-time feedback loops. Provide frontline liaison support for core systems: Magento 2 (eCommerce), NetSuite (ERP), Zoku (POS), ShipHawk (WMS/TMS). Understand how key business functions interact with these platforms. Collaborate with developers and vendors to troubleshoot, escalate, or resolve platform-related issues. Education and Experience High school diploma or GED (required). Associate’s degree or higher in Information Systems, Business Administration, Communications, or a related field. Equivalent experience may be considered in lieu of formal education. 2+ years of experience in IT support, systems coordination, or business systems liaison roles. Experience working with or supporting Magento 2 and NetSuite is required. Experience with ticketing systems (e.g., Jira, Zendesk) and documenting workflows. Skills and Qualifications Strong verbal and written communication skills, with the ability to bridge technical and non-technical stakeholders. High attention to detail and accuracy when handling ticket information, documentation, and feedback. Familiarity with Agile principles and workflows. Self-starter who is organized, deadline-driven, and able to manage competing priorities. Comfortable navigating eCommerce and ERP systems from a user, support, or admin perspective. Analytical thinker with the ability to assess issues for business impact.

Preferred:

background in retail, eCommerce, or logistics. Physical Requirements Ability to remain in a stationary position at a computer workstation for extended periods. Must be able to operate standard office equipment (computers, phones, printers, etc.). Occasionally move throughout the office or facility to collaborate with internal teams. May occasionally lift or carry equipment or documentation weighing up to 20 lbs. Regular in-office attendance is required; remote or hybrid attendance is not available for this role at this time. Why This Role Matters The Technical Operations Liaison ensures our IT team is aligned with business priorities and empowered to move quickly and accurately. By improving the quality of incoming requests and closing the loop on solutions, you will prevent costly delays, reduce miscommunication, and drive real technology impact. You’ll play a critical role in optimizing how people, systems, and workflows come together, turning chaos into clarity. What We Offer Competitive salary and benefits package. Health insurance, PTO, and 401(k) plan. A supportive and innovative work environment. Equal Employment Opportunity Statement Famous Smoke Shop, LLC & Cigar Works, LLC is an equal-opportunity employer. We are committed to creating a diverse and inclusive workplace and do not discriminate based on race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, veteran status, or any other legally protected status. We comply with all applicable federal, state, and local laws governing nondiscrimination in employment. We encourage individuals from all backgrounds and experiences to apply and are dedicated to fostering a workplace where everyone can thrive.