Support Specialist

 

 

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

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What do we offer?

• 💻 Tools for the job: Auctane will provide you with all equipment you need, ensuring you can seamlessly and securely work from either the London office or the comfort of your home.

• 🏠 Flexible hybrid working approach: Hybrid working offers the flexibility to balance on-site collaboration and remote productivity, leading to enhanced efficiency and well-being. As part of our approach, we ask that you attend the office three days a week, ensuring a blend of in-person connection and remote work benefits.

• 🏢 Sydney central business district location: Experience the best of both worlds and join us at our fantastic office. Immerse yourself in our dynamic and open culture. Enjoy the array of complimentary drinks and snacks, and join our regular social activities. Our Sydney office serves as a vibrant hub within our global community.

• 🌅 20 days holiday (plus public holidays): Enhanced holiday entitlement so you can really put your feet up and recharge.

• 📙 Personal Training Budget. We offer a generous training budget dedicated to your professional development. Whether it's investing in certifications, attending conferences, or exploring other educational opportunities, we are committed to supporting you in enhancing your expertise. We also provide access to LinkedIn Learning. 

• 🏐 Health and Wellbeing: We are committed to helping you maintain both physical and mental health. Auctane offer an enhanced sick leave and compassionate leave policy to provide employees with the days required to rest and rejuvenate.

• 🔗 Referral Bonus: Our Employee Referral Bonus Program is designed to reward you for helping us build an even stronger and more talented team. You could earn up to $6,000, depending on the role and subject to the bonus program criteria.

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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