Associate Customer Support Officer (internship)

About us

At Auctane, we are united by a passion to help businesses deliver — whatever their size, wherever they are, and however they operate. We make it possible for businesses to meet the ever-changing requirements of their industry and customer expectations. Auctane products enable hundreds of thousands of businesses to annually mail and ship billions of items — over $200 billion worth — to recipients around the globe.

The Auctane family of mailing and shipping software products includes ShipStation, Stamps.com, ShipStation API, Endicia, Metapack, GlobalPost, Packlink, and Return Rabbit. Our partners include Amazon, UPS, USPS, eBay, BigCommerce, Shopify, WooCommerce, and Walmart.

Our values

Win as One. Delight Customers. Deliver Great Outcomes. 

About the role

This role is designed to introduce new candidates for the role of Customer Support Officer. Customer Support Officer is a first person that is contacted by the Customer when informs Metapack about the incident. This role offers a rewarding opportunity for a passionate Customer Support Engineer to join a dynamic team at Metapack. You'll play a vital role in ensuring our customers have a positive experience with Metapack's shipping solutions by providing exceptional support, triaging incoming customer cases, helping resolve inquiries efficiently. The role requires a blend of strong communication skills and a collaborative spirit. Participate in short-term business trips to learn and understand the application of supported products in practice, as well as build relationships with customers.

What will you be doing?

• Provide initial point of contact for users experiencing technical issues or inquiries.
• Respond promptly to customer inquiries via phone, email, or chat, and resolve or escalate issues as appropriate.
• Document all customer interactions, including details of inquiries, comments, and actions taken, in the ticketing system.
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Provide guidance and assistance to users on basic technical tasks, such as password resets and software installations.
• Using other systems for ie. incidents and alerts management, communication (Slack, PagerDuty, Confluence, Gmail)
• Following knowledge base articles
• Confirming and conducting some basic configurations within Metapack software 
• Monitor alerts during working hours incoming to Customer Support via different channels of communication and their assignment to appropriate team
• Adhere to service level agreements (SLAs) regarding response times and issue resolution.
• Maintain a positive and professional demeanor when interacting with customers, striving to provide excellent service and support at all times.
• Other tasks requested by Customer Support Line Manager within Customer Support area of responsibility
• Work within a flexible schedule that may occasionally require adjustments (8:00 AM to 6:00 PM). 24/7 support might be required for short durations on rare occasions, such as peak periods. 
• You will be expected to contribute towards a positive working environment by undertaking various coaching and training of other team members
• Cooperate with other departments within Auctane

What are we looking for?

• Communicative level of written and verbal English.
• Excellent communication skills
• Willingness to learn new skills
• Very good organizational skills
• Ability to work in stressful situations / under time pressure

What do we offer?