Support Expert

2 months ago

Austin, Texas, United States Auctane Careers Full time

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

As a critical support team member, the Senior Technical Support Representative is responsible for world-class customer service and technical support. Whether supporting new customers with complete installation and setup or troubleshooting the Customer's software specific to their unique business, our Customer Care team always brings their best to ensure our customers are delighted. Given the relationships we build and are responsible for, our Care team members must become e-commerce shipping experts and beyond.

About the Team

The Customer Care Department has a mission-critical task of meeting our Customer's needs and doing so in the most professional and friendly manner possible. We are the mailing and shipping experts within our company and our industry. We take extraordinary care of our customers by solving their challenges efficiently and accurately. In addition, we share customer insights throughout the organization and help drive positive and meaningful changes.

What will you be doing?

Support L1 techs and handle tickets/calls that require escalations.
Be the liaison between L1 and L3 support, identifying bugs/issues and ensuring they're escalated to appropriate teams.
Identify areas of opportunity to improve the knowledge base and contribute to it.
Handle issues from beginning to end, communicating with customers through the process.

What are we looking for?
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 a service-oriented, friendly, and positive attitude.
A high degree of intellectual curiosity and thirst for knowledge.
Outstanding written and verbal skills, along with strong interpersonal communication skills.
Familiar with Zendesk or similar ticketing system software.
Familiar with e-Postage web-based applications
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 to achieve individual and team performance goals.
What will make you stand out?
High School diploma or equivalent required.
Bachelor's degree in Computer Science or Technical certifications degree is preferred. · Minimum of 1-2 years experience in a call center or customer service role providing world-class customer service via phone, email, and in-person support.
Experience working in a technical support environment is preferred.

The Tech
Computer proficient with the ability to handle multiple PC applications simultaneously. · Intermediate to Advanced proficiency in Windows OS.
Intermediate proficiency in Microsoft Office.
HTML, remote desktop software, shipping software.

What do we offer?
Discount on your personal shipment orders via 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.)
Stand for prolonged periods
Walking and climbing stairs throughout the office
Utilize wrist and hands for a prolonged period of time
Speaking and conversing with others
Ability to bend, lift, stretch, and climb to maintain equipment
Lift up to 50lbs without assistance up to chest height

Equal Opportunity Employer/Veterans/Disabled

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