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.

The Technical Support Representative (Tier 2) handles escalation calls received from our tier one customer care team, by providing troubleshooting technical support to resolve customer inquiries and issues. Our ShipWorks software connects to 90+ popular online sales and marketplace systems (including eBay, PayPal, Amazon, and Yahoo!) with shipping carriers (like DHL, FedEx, UPS, and USPS). ShipWorks plays an important role in the daily operations and growth of thousands of online businesses worldwide.

Company Perks:

Competitive pay, 401k with company match, Medical, Dental and Vision Insurance, Employee Stock Purchase Plan, Educational Reimbursement, Commuter benefits, Discount programs, Inventor patent bonuses

Primary Objectives:

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

Essential Position Duties:

1. Ensures all customers and guests of ShipWorks receive world-class customer service and technical support.

• Troubleshoots and addresses customer inquiries and issues of a technical nature. Follows up to ensure the issue has been resolved to the customer’s satisfaction.
• Answers inbound customer calls and e-mails, responds to voice mails of a technical nature, receive transferred/escalated technical customer calls.

2. Meet Key Performance Indicators (KPI’s).

• Template creation and response time,
• Escalation Calls,
• Ticketing Software compliance and,
• Other departmental standards of performance and metrics TBD.

3. Be a product expert

• Keep up-to-date on product features, capabilities and advancements while maintaining a high degree of product knowledge.
• Communicates customer feedback, trends and issues to the team and leadership.

Education and/or Experience:

• Bachelor’s degree in Computer Science or equivalent experience
• 2-5 years’ experience in a technical support role
• Experience with XML, HTML, SQL
• Basic experience with PHP is a plus.
• Familiar with Windows OS

Skills and Knowledge:

• High degree of intellectual curiosity and thirst for knowledge
• A continuous improvement mindset with the ability to verbalize ideas for process and work flow improvements
• 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
• Excellent negotiation and problem solving 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

Computer/Software/Application Proficiency:

• Windows OS

Travel Requirements:

• N/A

EOE/M/F/Vet/Disability

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