Assist customers and respond to service requests/inquiries using department-adopted tools and processes.
Answer customer inquiries by seeking to understand customer issues or requests, clarifying details, researching, and providing information and/or solutions.
Resolve customer issues through education, solutions or appropriate escalation.
Document customer interactions with details of inquiries, as well as actions taken within the company’s CRM or otherwise designated system.
Achieve productivity standards while maintaining the highest level of technical support (e.g., meets or exceeds all departmental goals).
Escalate unresolved customer questions, issues or complaints to appropriate individual(s) for quick resolution; through a defined escalation process.
Provide feedback to management regarding necessary changes and updates. This includes feature requests, upgrades, functionality, and customer care issues.
Continually improve skills/knowledge of ShipHawk product and functionality.
Continually improve skills/knowledge of customer issue triage.
Help/contribute to educate new Technical Support Team members and provide support for fellow team members as needed.
May include other duties as assigned by Management.
Must be a critical thinker, and a detail-oriented problem-solver.
Excellent verbal and written communication skills in English, with the ability to understand and analyze problems without extensive context.
Curious and quick learner, with a healthy dose of initiative.
General IT knowledge with the ability to educate customers via phone or email.
Excellent time management skills, able to efficiently prioritize tasks, and remain flexible.
Enjoy a fast-paced and team-based environment with the ability to create a positive environment facing adversities.
Ability to work with urgency and ease in high-pressure situations.
Experience using Google Suite and SFDC Service Cloud.
Experience working in a technical customer service role
Experience using ticketing systems.
General understanding of shipping and fulfillment in eCommerce.
General understanding of ERPs (Enterprise Resource Planning tools).
Strong conflict resolution skills.
Excellent time management skills.
Ability to quickly learn new technology.
Ability to collaborate internally while having unquestionable ownership of one’s responsibilities.
Experience or ability to learn technical requirements of the platform (HTML / CSS / NetSuite / XML / SOAP / APIs / Postman).
$100/month — Health & Wellness expenses
$500/year — Medical expenses
20 PTO days
Top-level hardware of employee choice, ownership will be passed to the employee