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, Shipsi, GlobalPost, and Packlink. Our partners include Amazon, UPS, USPS, eBay, BigCommerce, Shopify, WooCommerce, and Walmart.
Our values
About the role
Escalations agents communicate context and insight to users, support agents, product teams, engineers, and senior leadership to promote the efficient use of our platform and integrations by our users. The Escalations team is responsible for providing updates based on availability and request for issues requiring additional or advanced troubleshooting, or developer effort. Additionally, the function of the Escalations Specialist is to advocate for prioritization and developer work on technical issues impacting usability of the Auctane platform and its integrations. This role will be working specifically with our ShippingEasy brand.
About the Team
The Auctane Escalations Team improves user experience by providing advanced troubleshooting, coaching for frontline support, as well as analysis, confirmed reproduction, attempted resolution, and documentation of issues with the Auctane platform or partnered integrations.
What will you be doing?
- Process service requests critical to user account operations or relay those requests to the appropriate team for completion.
- Maintains a queue of time-sensitive service requests escalated by triage to process immediately.
- For requests unable to be processed with tools available, create service request JIRAs for the development organization.
- Monitor trending service request actions to identify opportunities to reduce user support interactions by providing information towards the resolution of root causes of issues reported.
- Expand and upkeep knowledge of Auctane platform, integrations, and internal tools, in order to provide additional contextual information, potential workarounds, and more efficient processes and interactions for the escalations team.
- Develop subject matter expertise with regards to the Auctane platform, integrations, and internal tools and their uses.
- Identify best practices and alternative workflows to compensate for product and integration limitations and issues.
- Document information for the distribution and consumption of other Auctane employees, users, and partners with regards to platform and integrations
- Work with engineers to ensure the Escalations teams resources are up-to-date and advocate for expanded access for the Escalations team to resolve issues without developer effort.
- Communicate with developers regarding functionality of internal tools and opportunities for improvement, so as to increase escalations team efficacy
- Provide context to engineers towards the resolution of underlying platform issues that require advanced support tools
- Monitor and analyze issues escalated to developer teams, in order to advise on efficient prioritization and status of work done for escalated issues, and provide data on trending issues
- Collect accurate and relevant data on frequency and severity of issues that drive support interactions
- Provide updates on escalated issues to senior support team and other stakeholders as available.
- Advocate for issue prioritization based on severity and prevalence of impact.
- Function as escalation team leadership in absence of manager.
- Provide information to departmental stakeholders on current issues
- Update status pages, current issue channels, and support leadership during incidents and outages.
- Provide a redundant and contingent point of contact between other departments and the escalations team
Required Education and/or Experience
- One or more (1+) years of Auctane technical support experience.
The Tech
- Zendesk
- Confluence
- JIRA
- SQL
- HTML
- XML
- API Documentation
- Periscope
What do we offer?
- 📦 Discount on your personal shipment orders via stamps.com and GlobalPost.
- 💙 Charitable donation matching! We are happy to support your initiatives by duplicating the amount donated.
- 😊 Volunteer day. You can take 1 day off per year in order to participate in volunteering activities! We will love to see some pictures in our slack!
- Referral Fee 🔗 We need your support in hiring top-class talent! We offer a referral bonus of 500-5K, depending on the complexity of the role and the hiring process.
- ⚖️ Great work-life balance. We offer a flexible work schedule and will do our best to adapt to your situation. Working in a fast-paced environment can be intense, but that doesn’t mean you shouldn’t enjoy your free time!
- 💜 An inclusive and upbeat work environment Leave your suit behind... business casual, jeans accepted kind of place! More importantly, our company culture promotes diversity and inclusion. The personality and opinions of each of our team members are important and valid, and we aim to offer all employees a safe environment where they can be themselves and thrive.
- 🌍 A cross-cultural atmosphere We are a truly international team of over 20 nationalities that speak at least 10 languages. Our company language is English and all internal communication and company-wide meetings are in English.
- 🏟️ Company events Work hard, play hard! We do our best every day, even at our regular team-building events.
- 📺 Internal and external training, free access to online training platforms such as LinkedIn Learning.
- 🏠 We are a hybrid company. All team members at Auctane in Austin come into the office Tuesday-Wed-Thursday.
- 🌅 We offer 10 paid days off for U.S. holidays throughout the year!
- 🏐 Health and Wellness: The well-being of our team is super important to us. Choose from different options that help you focus on your health.
- 🛬Take the reins of your time off with our flexible PTO policy – because work-life balance should always be in your hands!
- 🏢 Attractive office space in the heart of central Austin, Texas (free drinks, snacks…)
- 🍽Indulge in weekly catered lunches at our office – a delicious perk to fuel your work.
- 🚗Free garage parking directly across from the office building.
- 🏋🏾♀️Fitness center in the office with Tonal Mirrors, Peletons, free weights, etc.
- 💪🏽We offer a gym discount program to help you stay fit and healthy!
- 🧘🏻♂️Find your zen right at the heart of our Austin office with weekly onsite yoga sessions – because balance is key to our vibrant workplace culture!
- 💰401k employer matching program – because your future deserves a friendly boost!
- 📚We offer education reimbursement to all employees, ensuring that you can pursue your educational goals while excelling in your career with us. Invest in your future and let us support your growth every step of the way.
- 🐶We’ve got your furry friend covered with pet insurance discounts.
- 📄Have a helpful legal sidekick right in your back pocket with our free access to Rocket Lawyer.
- 🩺Get ready for hassle-free healthcare from the comfort of your couch – we offer free Telehealth services to keep you feeling your best!
- 💆🏻♀️Treat yourself to relaxation on the regular – enjoy a monthly discount at Massage Envy.
- 👕Get ready to rock our brand with style – we've got awesome company swag to offer!
- ⭐️We conduct annual merit reviews to recognize and reward your hard work and achievements.
- 🏡BenefitsHub platform to obtain perks and discounts on auto/home insurance, pet insurance, travel, fitness, etc.
- 🚶🏽♀️Wellness programs with wellness discounts on medical benefit deduction and offers various company wellness activities/webinars and challenges such as Steps challenges and a Health Fair!
- 💲Health savings account employer contribution for HSA medical plan enrollees.
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
Equal Opportunity Employer/Veterans/Disabled
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