User Success Specialist (Merchant Support Advocate)

Auctane is a team of shipping and software experts with a passion for helping merchants fulfill their most audacious dreams. Our software solves ecommerce problems so our customers can scale their businesses on demand. At Auctane, you’ll join a team that’s committed to a singular mission: to enable the entrepreneurial spirit across the globe. We’re obsessed with making sure merchants are free to focus on creating remarkable products and connecting with customers everywhere.

The Auctane family includes ShipStation, ShipWorks, ShipEngine, and ShippingEasy. Our partners include Amazon, UPS, USPS, eBay, BigCommerce, Shopify, WooCommerce, and Walmart. We’re a fast-moving, high-growth startup backed by a $5B public company, with offices in Austin, London, and Sydney. We’ve been named a Best Place to Work by the Austin American-Statesman. If you like working with the best on some of the most complex, exciting problems in global business, you’re home. Learn more at: www.auctane.com

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.

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.

Primary Objectives: 

1. Ensures all customers and guests of Auctane receive world-class customer service and technical support.
2. Meet Key Performance Indicators (KPI’s).
3. Be a product expert.

Essential Position Duties:

1. 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
2. Meet Key Performance Indicators (KPI’s) such as:
• Answer % in 60 seconds, 
• Average Handle Time (AHT), 
• Ticketing Software compliance and, 
• Other departmental standards of performance and metrics TBD.
3. 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.

Education and/or Experience:                  

• 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.
  

Skills and Knowledge:

• 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.

Computer/Software/Application Proficiency:                

• 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 favorable.

Travel Requirements:

• N/A

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

If you are based in California, we encourage you to read this important information about the ShipStation Privacy Policy for California residents linked here.

#LF-IL1