**Who We Are:**
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.
**Auctane’s Values**
The Customer is our mission.
Our company was built in service of our customers. Every time we answer the
phone, write a line of code, hire a new team member, form a partnership, or
build a new interface it is explicitly because we believe that action will
improve the life of our customers.
We work with the best people.
We will only work with people who are enthusiastic about their work,
respectful of diverse ideas and backgrounds, and who possess the ability to
work both independently and as part of a team.
We only play offense.
We’re on a mission to reach and help every mailer, shipper and merchant on the
planet. Because of this we move with urgency, take risks, and are determined
to ship solutions quickly.
We expect exceptional outcomes.
We are a rapidly growing company with intent. We expect to continue to deliver
market transforming solutions for our customers and challenging growth
opportunities for our employees.
We are direct and authentic.
We have a genuine empathy for our employees, partners, and customers. We serve
that empathy by treating everyone the way we would like to be treated -
openly, ethically, and honestly. We set expectations clearly and hold
ourselves accountable to what we commit.
**About The Team: **
The Support Department has a mission-critical task in not only meeting our
customer’s needs but doing so in the most professional and friendly manner
possible. The department drives retention, increases merchant shipments by
saving them time and money, and helps the business to grow profitable revenue
by recommending products and services that directly contribute to the bottom
line.
**About The Role:** **
**As the front line of our support team, the Merchant Support Advocate 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 You’ll Be Doing** :
1. Ensures all customers and guests of Auctane receive world-class customer service and technical support.
1. Assist customers with Auctane account issues, online store orders, USPS/UPS/FedEx/DHL/Other related inquiries/questions/concerns, as needed.
2. Troubleshoots and diagnoses malfunctions to eliminate problems with our shipping software.
3. Handling approximately 15-25 telephone calls per day providing technical support and troubleshooting of customer’s software issues such as:
1. Internet and network connectivity
2. Printer configuration
3. Software Download/Installation/Removal
4. Filters, Rules, Automation, User Settings, Password Resets, and more
2. Meet Key Performance Indicators (KPI’s) such as:
1. Answer % in 60 seconds,
2. Average Handle Time (AHT),
3. Ticketing Software compliance and,
4. Other departmental standards of performance and metrics TBD.
3. Be a product expert.
1. Keep up to date on product features, capabilities and advancements while maintaining a high degree of product knowledge.
2. Communicates customer feedback, trends and issues to the team and leadership.
**What We Are 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 being 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 database and/or Customer Relationship Management (CRM) software.
* Ability to quickly adapt to new situations and find solutions for complex problems.
* Ability to work independently and as part of a team
* 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.
* Computer proficiency both with Windows and Mac
* Strong multitasking skills
* Google suite experience preferred
* HTML, API, remote desktop software, shipping software experience favorable.
**What will Make You Stand Out (** ** _if applicable_** **): **
* High School diploma or equivalent required. Technical certifications or degrees are 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.
**The Tech: ******** **
* Computer proficient with the ability to handle multiple PC applications simultaneously.
* Strong working familiarity with Windows OS.
* Basic level proficiency in Microsoft Office.
* HTML, API, remote desktop software, and shipping software experience are favorable.
**Travel Requirements (** ** _if applicable_** **): ******** **
* **None**
**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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