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Technical Support Representative

Company: ShipWorks
Location: Saint Louis
Posted on: August 17, 2019

Job Description:

OverviewWe are seeking energetic, technically savvy, customer focused team members to join us as Technical Support Representatives!

As the front line of our support team, the Technical Support Representative 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 Customer Care 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 ShipWorks and beyond.

The Customer Care Department has a mission critical task in not only meeting our customer's needs, but doing so in the most professional and friendly manner possible. We are the mailing and shipping experts within our company and within our industry. We take extraordinary care of our customers by solving their challenges efficiently and accurately. We share customer insights throughout the organization and help drive positive and meaningful changes.About ShipWorks

Over 15 years of eCommerce shipping experience and insightShipWorks has been on the forefront of eCommerce shipping since 2000-twice as long as our nearest competitors. We've had years to perfect and optimize our software. We've also had time to build and nurture strong, trusting relationships with the most important marketplaces, shopping carts and carriers. So when you select ShipWorks, you get more than an amazing shipping software, you also get over 15 years of eCommerce shipping experience built right in.ResponsibilitiesPrimary Objective:

Ensure that all customers and guests of ShipWorks receive world-class customer service and technical support.

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



  • Handling approximately 15-25 telephone calls per day 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 Answer % in 60 seconds, Average Handle Time (AHT), Ticketing Software compliance, and other departmental standards of performance and metrics.
    • Assist customers with ShipWorks account issues, online store orders, USPS/UPS/FedEx/DHL/Other related inquiries/questions/concerns, as needed.
    • Keeps abreast of product features, capabilities and advancements and maintains a high degree of product knowledge.
    • Communicates customer feedback, trends and issues to the team and leadership.
    • Troubleshoots and diagnoses malfunctions to eliminate problems with our shipping software.


      QualificationsEducation and/or Experience:



      • High School diploma or equivalent required. Technical certifications or degree is a plus.
      • Two or more (2+) years' experience providing world-class customer service via phone, email, in person support.
      • Two or more (2+) years' experience working in a technical support environment is a plus.

        Skills and Knowledge:



        • Must be comfortable and experienced in using the telephone to take inbound calls.
        • High degree of intellectual curiosity and thirst for knowledge.
        • The ability to quickly adapt to new situations and find solutions for complex problems.
        • High degree of professionalism, a "customer first" attitude and be service-oriented, friendly and possess a positive attitude.
        • Outstanding written and verbal skills along with strong interpersonal communication skills.
        • Ability to multi-task and work in a dynamic environment
        • Must be able to work a flexible schedule.
        • Computer proficient with the ability to handle multiple PC applications simultaneously
        • 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.


          Computer/Software/Application Proficiency:



          • Familiar with PC based software and installation procedures.
          • Familiar with database and/or Customer Relationship Management (CRM) software.
          • Windows OS
          • Microsoft Office
          • HTML, remote desktop software, shipping software, and RightNow (RNT) proficiency favorable.

            EOE/M/F/Vet/Disability

            #LI-KD1

Keywords: ShipWorks, St. Louis , Technical Support Representative, IT / Software / Systems , Saint Louis, Missouri

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