User Escalations Specialist

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 Auctane Escalations Team improves user experience by providing advanced troubleshooting, coaching for frontline support, as well as analysis, confirmed reproduction, attempted resolution, and documentation of issues with the Auctane platform or partnered integrations. 

About The Role:

The primary purpose of this position is to respond to and verify escalated user tickets from the User Support team. Responsibilities of this role include providing a solution for the user or determining the need for developer support; all while providing timely and thorough support to Auctane brands/departments and customers through clear and concise communication with appropriate empathy. 

Primary Objectives:

1. Supports Users for all system inquiries, including extensive troubleshooting and general questions. Handles and resolves escalated user issues and complaints.

2. Collaborates with product, engineering, and other departments as needed to resolve customer issues quickly and concisely with regard to the entire system and all users. Provides all necessary information clearly to other departments to ensure efficient handling.

3. Triages support queues to identify emerging issues and collect related issues. Prioritizes and relays issues to the development team, and keeps User Support and Account Management teams informed on the status of issues.

4. Assists with ongoing documentation, training, and provides coaching for User Support and Account Management teams.
   

What We Are Looking For:    

• Leadership

• Customer Satisfaction

• Data Collection

• Critical Thinking

• Analysis

• Coaching

• Motivation

• Managing Change

• Acumen

• Collaboration

• Commitment to Quality

What will Make You Stand Out (if applicable):    

• One or more (1+) years of experience in a support role.

The Tech:                                       

• Zendesk

• Confluence

• JIRA

• SQL

• HTML

• XML

• API Documentation

• Periscope

Travel Requirements (if applicable):              

• None

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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