<div class="content-intro"><h2 style="text-align: left;"><img style="display: block; margin-left: auto; margin-right: auto; max-width: 100%;" src="https://brand.auctane.com/uploads/fhmikF1ylz02TLjtkC429w.png" alt="" width="600"></h2> <p> </p> <p style="color: #11003a; font-weight: bold; padding: 8px; border: 3px solid #5C50FF; margin-top: 8px; margin-bottom: 8px; text-align: center; font-size: 12px; border-radius: 8px;"><span style="font-size: 12pt;">About us</span></p> <p>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.</p> <p>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.</p> <p style="color: #11003a; font-weight: bold; padding: 8px; border: 3px solid #5C50FF; margin-top: 8px; margin-bottom: 8px; text-align: center; font-size: 12px; border-radius: 8px;"><span style="font-size: 12pt;">Our values</span></p> <p style="text-align: center;"><img style="max-width: 100%;" src="https://postimg.cc/N5Q8NR10" alt="">Win as One. Delight Customers. Deliver Great Outcomes. </p></div><p style="color: #11003a; font-weight: bold; padding: 8px; border: 3px solid #5C50FF; margin-top: 8px; margin-bottom: 8px; text-align: center; font-size: 12px; border-radius: 8px;"><span style="font-size: 12pt;">About the role</span></p> <p>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. Given the relationships we build and are responsible for, it is imperative that our Care team members become experts in Auctane and beyond.</p> <ol> <li>Ensures all customers and guests of Auctane receive world-class customer service and technical support.</li> <li>Meet Key Performance Indicators (KPI’s)</li> <li>Be a product expert. </li> </ol> <p><strong>Travel Requirements:</strong></p> <ul> <li>N/A</li> </ul> <p style="color: rgb(17, 0, 58); font-weight: bold; padding-top: 8px; padding-right: 8px; padding-bottom: 8px; border: 3px solid rgb(92, 80, 255); margin-top: 8px; margin-bottom: 8px; text-align: center; font-size: 12px; border-radius: 8px;"><span style="font-size: 12pt;">About the team</span></p> <p>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. </p> <p style="color: rgb(17, 0, 58); font-weight: bold; padding-top: 8px; padding-right: 8px; padding-bottom: 8px; border: 3px solid rgb(92, 80, 255); margin-top: 8px; margin-bottom: 8px; text-align: center; font-size: 12px; border-radius: 8px;"><span style="font-size: 12pt;">What will you be doing?</span></p> <ul> <li>Ensures all customers and guests of Auctane receive world-class customer service and technical support.</li> <li>Assist customers with Auctane account issues, online store orders, USPS/UPS/FedEx/DHL/Other related inquiries/questions/concerns, as needed.</li> <li>Troubleshoots and diagnoses malfunctions to eliminate problems with our shipping software.</li> <li>Handling interactions across multiple channels (Voice, Messaging and Email), providing technical support and troubleshooting of customer’s software issues such as:</li> <ul> <li>Internet and network connectivity</li> <li>Printer configuration</li> <li>Software Download/Installation/Removal</li> <li>Filters, Rules, Automation, User Settings, Password Resets, and more</li> </ul> </ul> <ul> <li>Meet Key Performance Indicators (KPI’s) such as:</li> <li>High-performing CSAT</li> <li>Average Handle Time (AHT)</li> <li>Ticketing Software compliance</li> <li>Other departmental standards of performance and metrics</li> <li>Be a product expert</li> <li>Keep up to date on product features, capabilities and advancements while maintaining a high degree of product knowledge.</li> <li>Communicates customer feedback, trends and issues to the team and leadership.</li> </ul> <p><strong>Additional Position Duties: – </strong><em>(The following is a list of what all employees, except those with medical accommodation, may be regularly required to do.)</em></p> <ul> <li>Sit for prolonged periods of time</li> <li>Utilize wrist and hands for a prolonged period of time</li> <li>Walk short distances</li> <li>Stand for short periods</li> <li>Speak and converse with others (Verbal and Written communication)</li> <li>Lift up to 25lbs without assistance up to chest height