Responsibilities: * Assist customers and respond to service requests/inquiries using department-adopted tools and processes. * 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. * Document customer interactions with details of inquiries, as well as actions taken within the company’s CRM or otherwise designated system. * Achieve productivity standards while maintaining the highest level of technical support (e.g., meets or exceeds all departmental goals). * Escalate unresolved customer questions, issues or complaints to appropriate individual(s) for quick resolution; through a defined escalation process. * Provide feedback to management regarding necessary changes and updates. This includes feature requests, upgrades, functionality, and customer care issues. * Continually improve skills/knowledge of ShipHawk product and functionality. * Continually improve skills/knowledge of customer issue triage. * Help/contribute to educate new Technical Support Team members and provide support for fellow team members as needed. * May include other duties as assigned by Management.
Requirements: * Critical thinking and attention to detail. * Excellent verbal and written English; able to analyze with minimal context. * Fast learner, curious, and self-motivated. * Basic IT knowledge; able to support clients via phone or email. * Strong time management and adaptability. * Team player with a positive attitude under pressure. * Works well in high-stress, fast-paced environments.
Experience: * At least 3 years of experience in technical customer support or a related field. * Proficiency with Google Suite and SFDC Service Cloud. * Experience working with ticketing systems. * Basic understanding of shipping and fulfillment processes in eCommerce. * General knowledge of ERP systems (Enterprise Resource Planning). * Preferred: experience or willingness to learn platform technologies (HTML, CSS, NetSuite, XML, SOAP, APIs, Postman) *
Benefits We Offer: * $100/month for health and wellness expenses. * $500/year for medical expenses. * 20 PTO days. * Top-level hardware of your choice; ownership will be transferred to you. * Public holidays in Ukraine are paid days off, and there are also winter holidays.
