Support Expert

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, Shipsi, GlobalPost, and Packlink. Our partners include Amazon, UPS, USPS, eBay, BigCommerce, Shopify, WooCommerce, and Walmart.

Our values

About the role

As a key member of the Stamps.com Level 2 Technical Support team, the Support Expert is responsible for providing world-class customer service and technical support. Whether it be supporting our customers with software troubleshooting, identifying bugs or assisting customers with business-specific workflows, our team always brings their best to ensure our customers are satisfied and able to efficiently run their shipping operations. Given the relationships we build and are responsible for, it is imperative that our team members become e-commerce shipping experts and beyond.

This role is remote and can be based out of Texas or California.

The work shifts are:

6 AM - 2:30 PM
8 AM - 4:30 PM
9:30 AM - 6 PM

ALL TIMES ARE POSTED IN PST

About the Team

The Stamps Support Expert is part of our Level 2 Tech Support team, whose goal is to provide white-glove technical support assistance to Stamps.com's highest-valued shipping customers. This team troubleshoots software issues, identifies bugs and other problems and creates escalation paths to the appropriate Product and Engineering teams. The Support Expert provides Stamps.com shippers with exceptional customer service and technical expertise in shipping, logistics, software and hardware.

What will you be doing?

• Provide Tier 2 technical support troubleshooting for Stamps.com customers.
• Diagnose and resolve complex software, hardware (printers, scales) and network-related issues.
• Identify "bugs" and other program deficiencies and collaborate with cross-functional teams to escalate and help solve complex technical issues.
• Research independently, utilizing all available resources to solve customer issues.
• Ability to write clear and concise notes and documentation with appropriate details.
• Ability to become a product expert of Stamps.com applications and E-Commerce shipping markets.
• Advising customers of best practices in shipping.
• Ability to communicate complex carrier information to customers in a clear and easily digestible format.

What are we looking for?

• Two or more (2+) year's customer service experience, specifically in a technical role.
• Experience in customer de-escalation
• Comfortable with multi-tasking and ability to work in an independent, efficient and effective manner in a fast-paced environment.
• Strong verbal and written communication skills
• Ability to work flexible schedule

The Tech

Proficiency in some or all of the following is strongly preferred:

• Windows/Mac OS
• Zendesk
• Team Viewer
• Zoom
• Jira
• Slack
• Sumo Logic
• ODBC database connections
• Fiddler

What do we offer?

• Discount on your personal shipment orders via stamps.com and GlobalPost.
• Charitable donation matching! We are happy to support your initiatives by duplicating the amount donated.
• Volunteer day. You can take 1 day off per year in order to participate in volunteering activities! We will love to see some pictures in our slack!
• Referral Fee We need your support in hiring top-class talent! We offer a referral bonus of 500-5K, depending on the complexity of the role and the hiring process.
• Great work-life balance. We offer a flexible work schedule and will do our best to adapt to your situation. Working in a fast-paced environment can be intense, but that doesn't mean you shouldn't enjoy your free time!
• An inclusive and upbeat work environment Leave your suit behind... business casual, jeans accepted kind of place! More importantly, our company culture promotes diversity and inclusion. The personality and opinions of each of our team members are important and valid, and we aim to offer all employees a safe environment where they can be themselves and thrive.
• A cross-cultural atmosphere We are a truly international team of over 20 nationalities that speak at least 10 languages. Our company language is English and all internal communication and company-wide meetings are in English.
• Company events Work hard, play hard! We do our best every day, even at our regular team-building events.
• Internal and external training, free access to online training platforms such as LinkedIn Learning.
• We are a hybrid company. All team members at Auctane in Austin come into the office Tuesday-Wed-Thursday.
• We offer 10 paid days off for U.S. holidays throughout the year!
• Health and Wellness: The well-being of our team is super important to us. Choose from different options that help you focus on your health.
• Take the reins of your time off with our flexible PTO policy - because work-life balance should always be in your hands!
• Attractive office space in the heart of central Austin, Texas (free drinks, snacks...)
• Indulge in weekly catered lunches at our office - a delicious perk to fuel your work.
• Free garage parking directly across from the office building.
• Fitness center in the office with Tonal Mirrors, Peletons, free weights, etc.
• We offer a gym discount program to help you stay fit and healthy!
• Find your zen right at the heart of our Austin office with weekly onsite yoga sessions - because balance is key to our vibrant workplace culture!
• 401k employer matching program - because your future deserves a friendly boost!
• We offer education reimbursement to all employees, ensuring that you can pursue your educational goals while excelling in your career with us. Invest in your future and let us support your growth every step of the way.
• We've got your furry friend covered with pet insurance discounts.
• Have a helpful legal sidekick right in your back pocket with our free access to Rocket Lawyer.
• Get ready for hassle-free healthcare from the comfort of your couch - we offer free Telehealth services to keep you feeling your best!
• Treat yourself to relaxation on the regular - enjoy a monthly discount at Massage Envy.
• Get ready to rock our brand with style - we've got awesome company swag to offer!
• We conduct annual merit reviews to recognize and reward your hard work and achievements.
• BenefitsHub platform to obtain perks and discounts on auto/home insurance, pet insurance, travel, fitness, etc.
• Wellness programs with wellness discounts on medical benefit deduction and offers various company wellness activities/webinars and challenges such as Steps challenges and a Health Fair!
• Health savings account employer contribution for HSA medical plan enrollees.

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

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