Customer Support Officer (Maternity cover)

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, Metapack, GlobalPost, and Packlink. 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. The Customer Support Officer is the first person that is contacted by the Customer when informs Metapack about the incident. We are working in 8-hour shifts, and our office working time is 8 am through 6 pm. Sometimes you may be asked to come to the office at 8 am and work till 4 pm, and sometimes from 10 am to 6 pm. 

On special occasions (ie Peak period – black Friday), Customer Support works 24/7, so you may be asked to work at night for a short period of time. You will be expected to contribute towards a positive working environment by undertaking various coaching and training of other team members. The main measure of the role will be in terms of customer satisfaction, so this will become the core responsibility of this role.

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 the 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, monitoring alerts during working hours, receiving incoming calls to Customer Support via different channels of communication and their assignment to the appropriate team.
• Adhere to service level agreements (SLAs) regarding response times and issue resolution. 
• Maintain a positive and professional demeanour when interacting with customers, striving to provide excellent service and support at all times. 
• Other tasks requested by the Customer Support Line Manager within the Customer Support area of responsibility. 
• Cooperate with other departments within Auctane

What are we looking for?

• English proficiency 
• Excellent communication skills
• Willingness to learn new skills 
• Very good organizational and time management skills
• Ability to work in stressful situations / under time pressure

What will make you stand out?

• Previous experience working with KPIs
• Previous experience handling feedback from customers, other departments and teams
• Previous experience working with customer satisfaction surveys, specifically related to Customer Support work

What do we offer?