About us
At Auctane, we are united by a passion to help sellers — wherever they are, however they operate — fulfill the promises they make to consumers. The Auctane mission is to fuel commerce through exceptional delivery. We make it possible for businesses to meet the ever rising expectations of their customers, and we make the world smaller and more accessible to consumers everywhere. Auctane brands enable hundreds of thousands of merchants to annually deliver billions of products — over $200 billion worth — to customers around the globe. And Auctane is just getting started.
Auctane is a team of shipping and software experts with a passion for helping merchants move their ideas, dreams and innovations around the globe. The Auctane family includes ShipStation, ShipWorks, ShipEngine, ShippingEasy, Stamps, Endicia, Metapack, GlobalPost, and Packlink. Our partners include Amazon, UPS, USPS, eBay, BigCommerce, Shopify, WooCommerce, and Walmart.
Our values
About the role
As the front line of our support team, the Support Specialist is responsible for world-class customer service and technical support. Whether it be supporting new customers with full installation and setup or troubleshooting the customer’s software specific to their unique business, our Support team always brings their best to ensure our customers are very satisfied. Given the relationships we build and are responsible for, it is imperative that our Care team members become experts in Auctane and beyond.
What will you be doing?
- Ensures all customers and guests of Auctane receive world-class customer service and technical support.
- Assist customers with Auctane account issues, online store orders, USPS/UPS/FedEx/DHL/Other related inquiries/questions/concerns, as needed.
- Troubleshoots and diagnoses malfunctions to eliminate problems with our shipping software.
- Handling approximately 15-25 telephone calls per day providing technical support and troubleshooting of customer’s software issues such as:
- Internet and network connectivity
- Printer configuration
- Software Download/Installation/Removal
- Filters, Rules, Automation, User Settings, Password Resets, and more
- Meet Key Performance Indicators (KPI’s) such as:
- Answer % in 90 seconds,
- Average Handle Time (AHT),
- Ticketing Software compliance and,
- Other departmental standards of performance and metrics TBD.
- Be a product expert.
- Keep up to date on product features, capabilities and advancements while maintaining a high degree of product knowledge.
- Communicates customer feedback, trends and issues to the team and leadership.
What are we looking for?
- High School diploma or equivalent required. Technical certifications or degree is a plus.
- Minimum of One (1) year experience in a customer service role
- Experience working in a technical support environment is a plus.
- Experience working with B2B or SaaS software preferred
What will make you stand out?
- Must be able to work a flexible schedule.
- Must be comfortable and experienced in using the telephone to take inbound calls.
- High degree of professionalism, a “customer first” attitude and be service-oriented, friendly and possess a positive attitude.
- High degree of intellectual curiosity and thirst for knowledge.
- Outstanding written and verbal skills along with strong interpersonal communication skills.
- Familiar with PC based software and installation procedures.
- Familiar with database and/or Customer Relationship Management (CRM) software.
- Ability to quickly adapt to new situations and find solutions for complex problems.
- Ability to multi-task and work in a dynamic environment
- Strong sense of urgency, follow-through and attention to detail
- Ability to accept and implement coaching and feedback in order to achieve individual and team performance goals.
The Tech
- Computer proficient with the ability to handle multiple PC applications simultaneously.
- Strong working familiarity of Windows OS.
- Basic level proficiency in Microsoft Office.
- HTML, remote desktop software, shipping software experience
Additional Position Duties: (The following is a list of what all employees, except those with medical accommodation, may be regularly required to do.)
- Sit for prolonged periods of time
- Utilize wrist and hands for a prolonged period of time
- Walk short distances
- Stand for short periods
- Speaking and conversing with others
- Lift up to 25lbs without assistance up to chest height
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