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Merchant Support Advocate - ShipStation

Company: Auctane
Location: Austin
Posted on: September 17, 2023

Job Description:

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 ValuesThe 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:* 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 60 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 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):NoneAdditional 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 heightEqual Opportunity Employer/Veterans/DisabledIf you are based in California, we encourage you to read this important information about the ShipStation Privacy Policy for California residents linked here.#LI-MM1

Keywords: Auctane, Austin , Merchant Support Advocate - ShipStation, Other , Austin, Texas

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