About us

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, Endicia, Metapack, GlobalPost, Packlink, and Return Rabbit. Our partners include Amazon, UPS, USPS, eBay, BigCommerce, Shopify, WooCommerce, and Walmart.

Our values

Win as One. Delight Customers. Deliver Great Outcomes.

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. Given the relationships we build and are responsible for, it is imperative that our Care team members become experts in Auctane and beyond.

What will you be doing?

Primary Objectives:

1. Ensures all customers and guests of Auctane receive world-class customer service and technical support.
2. Meet Key Performance Indicators (KPI’s)
3. Be a product expert.

Essential Position Duties (typical monthly, weekly, daily tasks):

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

What are we looking for?

Education and/or Experience:

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

Skills and Knowledge:

Must be able to work a flexible schedule.
Must be comfortable and experienced in using the telephone to take inbound calls.
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.
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.

What will make you stand out?

Experience working with B2B or SaaS software preferred
Experience working in a technical support environment is a plus.

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?

💜 An inclusive and upbeat work environment. The personality and opinions of each of our team members are important and valid; we aim to offer all employees a safe environment where they can be themselves and thrive.