Technical Support Engineer (L2)Permanent
California, Santa Barbara - 93101Job Simplification
The announced job offer is made public by the firm: ShipHawk and it was included in jobs list the date of: 2022-10-22 in the website greenenergyjobsonline.com.
It is announced that they have a job offer at the category of Engineering and the jobs location is in the state of California at the city Santa Barbara, in the country US - at this current ZipCode: 93101
The information residing in this page is not directly announced by our websites, we help users in the intent of finding the jobs they want and redirect them back to jobs8 for apropriate applying to any of the jobs listed on www.greenenergyjobsonline.com.
Job Overview
About ShipHawk
ShipHawk is the premier packing and shipping software for ERP connected companies. We work with
high volume retail, wholesale and eCommerce companies that have outgrown basic shipping software.
Come join us as we transform one of the last massive old-school industries into a transparent, efficient
market, benefiting both retailers and consumers. Join a startup where you can make an impact, grow
your career, and have a voice.
5 Reasons Why You Want to Work with Us:
1. You want to work with a team that is competent, confident, passionate, and focused on achieving big goals.
2. You want to work on a product with the potential to grow into a billion dollar business, become a household name, and help millions of people.
3. You want to have a voice.
4. You want to be part of a fun and healthy culture.
5. You want to work at a company that will provide an opportunity to get to the next level of your career.
What We're Looking For In You:
We are looking for an all-star skill set: efficient, organized and follows through on commitments.
You're a logical thinker, intelligent, have great analytical skills and pay attention to detail.
In addition, you're calm under pressure, have a great work ethic and communication skills.
You enjoy working directly with customers.
And, more than the usual skills, we want you to push and not accept the mundane.
Push for a higher standard. Be proactive. Be open to new ideas and personal feedback. Try stuff, fail and learn from it.
5% of business leaders are 20 times more efficient than 95% of business leaders. We want you to be the 5%.
About the Opportunity:
Reports to: Team Lead L2 Technical Support
Department: Engineering
Location: Remote, East Coast Hours
The Technical Support Engineer provides post-sale support for active customers. This position manages
day to day support interactions with clients, including answering platform questions, providing feedback
on expected system functionality, solving and reporting customer facing issues internally.
This is an ideal opportunity for someone who enjoys getting into the details, thrives on challenges and
problem solving, and welcomes a blend of both technical and client-facing demands.
Responsibilities:
Assist customers and respond to service requests/inquiries by cases, email and chat, or
otherwise department adopted tools
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
Support Customer development efforts using our API's
Customize packing/shipping labels based on customer requirements
Document customer interactions with details of inquiries, as well as actions taken within the company's CRM or otherwise designated system
Escalate unresolved customer questions, issues or complaints to appropriate individual(s) for quick resolution; through defined escalation process
Provide feedback to management regarding necessary changes and updates. This includes feature requests, upgrades, functionality and customer care issues
Achieve mastery of ShipHawk product and functionality
Achieve mastery of customer issue triage
May include other duties as assigned by Management
Qualifications:
Must have L2 support Experience
Must be a critical thinker, and a detail-oriented problem-solver
Excellent verbal and written communication skills, with the ability to understand and analyze problems without extensive context
Ability to communicate clearly and professionally with people over video calls, phone, and through email.
Ability to provide and document clearly written procedures.
General IT knowledge with the ability to educate customers via case 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
Practical experience or education in computer science, information systems or a related field
Technical Skills:
HTML Liquid
Web Services
REST
JSON
JavaScript
Linux
Ruby
SQL
A plus if you have:
1 or more years with L2 technical support experience preferred.
Experience with or understanding of Cloud-based software and SaaS solutions
Experience in Shipping and Logistics
_ShipHawk provides equal employment opportunities to all employees and applicants for employment and_
_prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex,_
_national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or_
_expression, or any other characteristic protected by federal, state or local laws._
Job Type: Full-time
ShipHawk is the premier packing and shipping software for ERP connected companies. We work with
high volume retail, wholesale and eCommerce companies that have outgrown basic shipping software.
Come join us as we transform one of the last massive old-school industries into a transparent, efficient
market, benefiting both retailers and consumers. Join a startup where you can make an impact, grow
your career, and have a voice.
5 Reasons Why You Want to Work with Us:
1. You want to work with a team that is competent, confident, passionate, and focused on achieving big goals.
2. You want to work on a product with the potential to grow into a billion dollar business, become a household name, and help millions of people.
3. You want to have a voice.
4. You want to be part of a fun and healthy culture.
5. You want to work at a company that will provide an opportunity to get to the next level of your career.
What We're Looking For In You:
We are looking for an all-star skill set: efficient, organized and follows through on commitments.
You're a logical thinker, intelligent, have great analytical skills and pay attention to detail.
In addition, you're calm under pressure, have a great work ethic and communication skills.
You enjoy working directly with customers.
And, more than the usual skills, we want you to push and not accept the mundane.
Push for a higher standard. Be proactive. Be open to new ideas and personal feedback. Try stuff, fail and learn from it.
5% of business leaders are 20 times more efficient than 95% of business leaders. We want you to be the 5%.
About the Opportunity:
Reports to: Team Lead L2 Technical Support
Department: Engineering
Location: Remote, East Coast Hours
The Technical Support Engineer provides post-sale support for active customers. This position manages
day to day support interactions with clients, including answering platform questions, providing feedback
on expected system functionality, solving and reporting customer facing issues internally.
This is an ideal opportunity for someone who enjoys getting into the details, thrives on challenges and
problem solving, and welcomes a blend of both technical and client-facing demands.
Responsibilities:
Assist customers and respond to service requests/inquiries by cases, email and chat, or
otherwise department adopted tools
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
Support Customer development efforts using our API's
Customize packing/shipping labels based on customer requirements
Document customer interactions with details of inquiries, as well as actions taken within the company's CRM or otherwise designated system
Escalate unresolved customer questions, issues or complaints to appropriate individual(s) for quick resolution; through defined escalation process
Provide feedback to management regarding necessary changes and updates. This includes feature requests, upgrades, functionality and customer care issues
Achieve mastery of ShipHawk product and functionality
Achieve mastery of customer issue triage
May include other duties as assigned by Management
Qualifications:
Must have L2 support Experience
Must be a critical thinker, and a detail-oriented problem-solver
Excellent verbal and written communication skills, with the ability to understand and analyze problems without extensive context
Ability to communicate clearly and professionally with people over video calls, phone, and through email.
Ability to provide and document clearly written procedures.
General IT knowledge with the ability to educate customers via case 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
Practical experience or education in computer science, information systems or a related field
Technical Skills:
HTML Liquid
Web Services
REST
JSON
JavaScript
Linux
Ruby
SQL
A plus if you have:
1 or more years with L2 technical support experience preferred.
Experience with or understanding of Cloud-based software and SaaS solutions
Experience in Shipping and Logistics
_ShipHawk provides equal employment opportunities to all employees and applicants for employment and_
_prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex,_
_national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or_
_expression, or any other characteristic protected by federal, state or local laws._
Job Type: Full-time
Employer Overview
ShipHawk
California, Santa Barbara - 93101- Agency