Tier 2 Technical Support Engineer

September 12

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ShipHero

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ShipHero gives brands and 3PLs fulfillment superpowers by making it easy to ship eCommerce.

SaaS Fulfillment • Inventory Management • shipping • eCommerce • Fulfillment

51 - 200

💰 $10.4M Venture Round on 2022-11

Description

• Work closely with a designated set of customers and collaboratively with other members of the global ShipHero team • Become a product expert on the ShipHero platform to help resolve customer queries and issues. • Identify and analyze trends to influence our Help & Support strategy (i.e. common support requests and friction points). • Assist with identifying, reproducing, and escalating product issues and bugs to the Engineering team. • Meet all performance targets, including response times, high customer satisfaction, proper escalation to Engineering, and maintaining a clean ticket queue. • Train and give feedback to less technical team members.

Requirements

• Strong analytical, diagnostic, and troubleshooting skills • A demonstrated passion for solving puzzles through persistence and patience • Excellent verbal & written communication skills • The ability to explain technical issues to both technical and non-technical audiences to facilitate joint understanding of root cause and a path(s) to resolution. • Experienced in adaptive learning and approaches conducive to the pace of the IoT. • Strong prioritization, organizational, and documentation skills • Demonstrated reliability and ability to work in a team setting as well as independently. • Experience working with support teams to support problem resolution.