Technical Support Specialist - WMS

 This position is located Remote in Continental USA (preferably East Coast)

ShipHawk is the premier packing and shipping software for ERP connected companies. We work with high volume retail, wholesale and eCommerce companies that have outgrown basic shipping software.

Come join us as we transform one of the last massive old-school industries into a transparent, efficient market, benefiting both retailers and consumers.  Join a startup where you can make an impact, grow your career, and have a voice.

5 Reasons Why You Want to Work with Us:

1. You want to work with a team that is competent, confident, passionate, and focused on achieving big goals.
2. You want to work on a product with the potential to grow into a billion dollar business, become a household name, and help millions of people. 
3. You want to have a voice. 
4. You want to be part of a fun and healthy culture. 
5. You want to work at a company that will provide an opportunity to get to the next level of your career.

What We’re Looking For In You:

We want the usual skill set: efficient, organized and follows through on commitments. You're intelligent, have great analytical skills and pay attention to detail. In addition, you're calm under pressure, have a great work ethic and communicate well.

And, more than the usual skills, we want you to push and not accept the mundane. Push for a higher standard. Be proactive. Be open to new ideas and personal feedback. 

Department:  Technical Support

Reports to: Manager, Technical Support

The Technical Support Specialist provides post-sale support for active customers. The position is a remote position in the US (east coast preferred).   This position includes working on day to day support cases from our WMS system with customers, including answering platform questions, providing feedback on expected system functionality, solving reported issues by customers.  The position includes reaching out to more senior team members to get help on these duties, as well as reporting issues (customer or internal) to the team lead.  Technical Support Specialists are expected to contribute to the improvement and betterment of the Technical support group, based on experiences and efforts to improve efficiency of the position.

Responsibilities:

• Assist customers and respond to service requests/inquiries using department  adopted tools and processes
• Answer customer inquiries by seeking to understand customer issues or requests, clarifying details, researching and providing information and/or solutions
• Resolve customer issues through education, solutions or appropriate escalation
• Document customer interactions with details of inquiries, as well as actions taken within the company's CRM or otherwise designated system
• Achieve productivity standards while maintaining the highest level of technical support  (e.g., meets or exceeds all departmental goals)
• Escalate unresolved customer questions, issues or complaints to appropriate individual(s) for quick resolution; through defined escalation process
• Provide feedback to management regarding necessary changes and updates. This includes feature requests, upgrades, functionality and customer care issues
• Continually improve skills/knowledge of ShipHawk product and functionality
• Continually improve skills/knowledge of customer issue triage

Position Requirements:

• Must have a background in warehousing
• Must have Technical Support background (2+ Years)
• Must be proficient in PHP
• Must have expert SQL Experience
• Preferred East Coast
• Preferred from WMS support company in support

What else you bring to the table:

• Grit and urgency to drive results; Ability to stay organized 
• Positivity, accountability and a can-do attitude, able to operate in a startup environment; able to handle interruptions, changing priorities and multiple tasks in a calm manner
• Teamplayer
• Curiosity and avid learner – our product is always evolving 
• Excellent oral and written communication, and presentation skills;

• Unlimited Time Off
• 1 week company closure in December
• 11 company paid Holidays
• 401(k)
• Medical, Dental, Vision 
• Short Term Disability
• Generous Paid Family Leave
• Equity Grants for all Employees
• Salary Range for California Employees: $60,000 - 80,000

ShipHawk provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.