SaaS Technical Support

About ShipHero

Hello. We are ShipHero (https://shiphero.com). We have built a software platform entrusted to hundreds of large and small eCommerce companies to run their eCommerce operations. Many of our customers sell on Shopify and/or Amazon. We’re driven to help our customers grow their businesses, by providing a platform that solves complex problems, and is engineered to be reliable and fast. We are obsessed with building great technology that is beautiful and easy to use. Our culture also reflects our ethos and belief that by bringing passionate, talented, and great people together - you can do great things. We are looking for people who are passionate about technology and helping people solve problems.

Job Description-

As a Customer Service Technician at ShipHero, you will work with a range of responsibilities including:

• Partnering with users to troubleshoot, identify bugs, and provide workarounds
• Providing Engineers with details on bugs identified for the resolution of complex issues
• Writing and developing internal resources (knowledge base articles, applications)

The team accomplishes these tasks by developing an exhaustive understanding of the application and working closely with ShipHero’s excellent engineers, designers, and customer success teams. If you are interested in being part of cutting-edge SaaS software disrupting the industry, take a moment to apply!

This is a remote, work-from-home position. We collaborate daily with video chat and Slack.

The Strongest Applicants Have:

• Strong analytical, diagnostic, and troubleshooting skills
• A basic understanding of Python and web development (both front-end and back-end)
• Intermediate knowledge of databases (preferably SQL) and building queries
• A demonstrated passion for solving puzzles through persistence and patience
• Excellent verbal & written communication skills
• The ability to explain technical issues to a non-technical audience in an engaging way
• A willingness to learn in a fast-paced environment
• Strong multi-tasking, organizational, and documentation skills
• Demonstrated reliability and ability to work in a team setting as well as independently
• Experience with Honeycomb or equivalent logging tools, GraphQL APIs, JIRA

Key Responsibilities:

• Work closely with customers and other members of the global support team
• Become a product expert on the ShipHero platform to help resolve customer queries and issues.
• Identify and analyze trends to influence our Help & Support strategy (i.e. common support requests and friction points).
• Train and support our customers in integrating with the ShipHero application to ensure they continue obtaining value.
• Assist with identifying, reproducing, and escalating product issues and bugs to the Engineering team.
• Exceed all performance targets, including response times, high customer satisfaction, proper escalation to Engineering, and maintaining a clean ticket queue.

Shift: 9 am to 5 pm EST

Equal Opportunity Employer/Veterans/Disabled