Senior Technical Support Representative

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 Values 

The 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 Customer Care 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. We are the mailing and shipping experts within our company and within our industry. We take extraordinary care of our customers by solving their challenges efficiently and accurately. We share customer insights throughout the organization and help drive positive and meaningful changes. 

About The Role: 

As a key member of the support team, the Senior Technical Support Representative 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 Customer Care 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 e-commerce shipping experts and beyond. 

Primary Objectives: 

1. Ensures all customers and guests of Stamps.com receive world-class customer service and technical support. 

2. Meet Key Performance Indicators (KPI’s) 

3. Be a product expert. 

4. Mentor and guide fellow team members. 

5. Serve as a key member of the Product Technician Team representing the department internally across the company. 

What You’ll Be Doing: 

1. Ensures all customers and guests of Stamps.com receive world-class customer service and technical support. 

2. Meet Key Performance Indicators (KPI’s) 

3. Be a product expert. 

4. Mentor and guide fellow team members. 

5. Serve as a key member of the Product Technician Team representing the department internally across the company. 

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 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. 

What will Make You Stand Out: 

· High School diploma or equivalent required. 

· Bachelor’s degree in Computer Science or Technical certifications or degree is preferred. · Minimum of 1-2 years’ experience in a call center or customer service role providing world-class customer service via phone, email, in person support. 

· Experience working in a technical support environment is preferred. 

The Tech: 

· Computer proficient with the ability to handle multiple PC applications simultaneously. · Intermediate to Advanced proficiency in Windows OS. 

· Intermediate proficiency in Microsoft Office. 

· HTML, remote desktop software, shipping software, and RightNow (RNT) proficiency preferred 

Travel Requirements: 

● Less than N/A 

Additional Position Duties: 

● Stand for prolonged periods of time 

● Walking and climbing stairs throughout the office 

● Utilize wrist and hands for a prolonged period of time 

● Speaking and conversing with others 

● Ability to bend, lift, stretch and climb to maintain equipment 

● Lift up to 50lbs without assistance up to chest height 

Equal Opportunity Employer/Veterans/Disabled

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