Support Specialist

About the role

As the front line of the support team, the Support Specialist is responsible for world-class customer service and technical support. Whether supporting new customers with full installation and setup or troubleshooting the customer's software specific to their unique business, the Support team brings their best to ensure customers are very satisfied.

Key responsibilities

• Ensure all customers and guests receive world-class customer service and technical support
• Assist customers with Auctane account issues, online store orders, USPS/UPS/FedEx/DHL and related inquiries/questions/concerns
• Troubleshoot and diagnose malfunctions to eliminate problems with shipping software
• Handle interactions across multiple channels (Voice, Messaging and Email), providing technical support and troubleshooting of customer software issues such as internet and network connectivity, printer configuration, software download/installation/removal, filters, rules, automation, user settings, and password resets
• Meet Key Performance Indicators (KPI's) including high-performing CSAT, Average Handle Time (AHT), and ticketing software compliance
• Keep up to date on product features, capabilities and advancements while maintaining a high degree of product knowledge
• Communicate customer feedback, trends and issues to the team and leadership
• Sit for prolonged periods of time
• Utilize wrist and hands for a prolonged period of time
• Speak and converse with others through verbal and written communication

About you

• High School diploma or equivalent required
• Minimum of one (1) year of experience in a customer service role
• 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
• Ability to quickly adapt to new situations and find solutions for complex problems

About us

The Support Department has a mission-critical task of not only meeting customer 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 grow profitable revenue by recommending products and services that directly contribute to the bottom line.