Technical Support Specialist

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.

   

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.

Ready to join our team? Apply now!