Support Specialist

Support Specialist

At Auctane, we are united by a passion to help businesses deliver — whatever their size, wherever they are, and however they operate. We make it possible for businesses to meet the ever-changing requirements of their industry and customer expectations. Auctane products enable hundreds of thousands of businesses to annually mail and ship billions of items — over $200 billion worth — to recipients around the globe.

The Auctane family of mailing and shipping software products includes ShipStation, Stamps.com, ShipStation API, Metapack, GlobalPost, and Packlink. Our partners include Amazon, UPS, USPS, eBay, BigCommerce, Shopify, WooCommerce, and Walmart.

About the Role

As the front line of our support team, the Support Specialist 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 Support team always brings their best to ensure our customers are very satisfied. Please note this is a night shift and an on-site role.

The Support Department has a mission-critical task of not only meeting our customer's needs but doing so in the most professional and friendly manner possible. The department drives retention, increases merchant shipments by saving them time and money, and helps the business to grow profitable revenue by recommending products and services that directly contribute to the bottom line.

What Will You Be Doing?

Ensures all customers and guests of Auctane receive world-class customer service and technical support.

Assist customers with Auctane account issues, online store orders, USPS/UPS/FedEx/DHL/Other related inquiries/questions/concerns, as needed.

Troubleshoots and diagnoses malfunctions to eliminate problems with our shipping software.

Handling interactions across multiple channels (Voice, Messaging and Email), providing technical support and troubleshooting of customer's software issues such as:

• Internet and network connectivity
• Printer configuration
• Software Download/Installation/Removal
• Filters, Rules, Automation, User Settings, Password Resets, and more

Meet Key Performance Indicators (KPI's) such as:

• High-performing CSAT
• Average Handle Time (AHT)
• Ticketing Software compliance
• Other departmental standards of performance and metrics

Be a product expert

Keep up to date on product features, capabilities and advancements while maintaining a high degree of product knowledge.

Communicates customer feedback, trends and issues to the team and leadership.

What Are We Looking For?

• High School diploma or equivalent required. Technical certifications or a degree are a plus.
• Minimum of One (1) year of experience in a customer service role
• Experience working in a technical support environment is a plus.
• Experience working with B2B or SaaS software preferred
• We offer 24/7 support
• Primary hours of support are during Manila overnight to support American daytime customers.
• Must be able to work a flexible schedule.
• Must be comfortable and experienced in using the telephone to take inbound calls.
• Must be comfortable and experienced in handling email and/or chat.
• 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.

What Will Make You Stand Out?

• Previous experience in night shift roles
• Ability to quickly adapt to new situations and find solutions for complex problems.
• Ability to multitask 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.

The Tech

• Computer proficient with the ability to handle multiple PC applications simultaneously.
• Strong working familiarity with Windows OS.
• Basic level proficiency in Microsoft Office.
• HTML, remote desktop software, and shipping software experience

What Do We Offer?

Auctane prioritizes the health and well-being of our employees and their families.

HMO Medical Insurance: Tiered Maximum Benefit Limit (MBL) based on job level.

Dental Insurance: Coverage for essential dental care services.

Mental Health & Employee Assistance Program (EAP): Access to confidential counseling and support services for mental health and personal challenges.

Wellness Program: Initiatives and resources designed to promote physical and mental well-being.

We offer benefits aimed at providing financial stability and enhancing your overall compensation.

Life Insurance: Financial protection for your loved ones.

Accidental Death and Dismemberment (AD&D) Insurance: Additional financial protection in the event of accidental death or dismemberment.

Meal and Clothing Allowance: Up to 3,000 PHP per month for meal and clothing expenses.

Opportunity to earn extra wages through company contests and incentives.

Auctane recognizes the importance of rest and personal time for a healthy work-life balance.

15 paid vacation days per year, with additional days increasing with tenure.

15 paid sick days per year.

Observation of statutory national and local holidays.

Supportive leave in times of personal loss.

We invest in your continuous growth and acknowledge your contributions to Auctane's success.

Support for continuous learning and professional development.

Incentives for recommending great talent to join the team.