Support Specialist

About the role

As the front line of our support team, the Support Specialist is responsible for world-class customer service and technical support. Whether it be supporting new customers with full installation and setup or troubleshooting the customer’s software specific to their unique business, our Support team always brings their best to ensure our customers are very satisfied. Given the relationships we build and are responsible for, it is imperative that our Care team members become experts in Auctane and beyond.

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

Travel Requirements:

• N/A

About the team

The Support Department has a mission-critical task of not only meeting our customer’s needs but doing so in the most professional and friendly manner possible. The department drives retention, increases merchant shipments by saving them time and money, and helps the business to grow profitable revenue by recommending products and services that directly contribute to the bottom line.  

What will you be doing?

• Ensures all customers and guests of Auctane receive world-class customer service and technical support.
• Assist customers with Auctane account issues, online store orders, USPS/UPS/FedEx/DHL/Other related inquiries/questions/concerns, as needed.
• Troubleshoots and diagnoses malfunctions to eliminate problems with our shipping software.
• Handling interactions across multiple channels (Voice, Messaging and Email), providing technical support and troubleshooting of customer’s software issues such as:
• Internet and network connectivity
• Printer configuration
• Software Download/Installation/Removal
• Filters, Rules, Automation, User Settings, Password Resets, and more

• Meet Key Performance Indicators (KPI’s) such as:
• High-performing CSAT
• Average Handle Time (AHT)
• Ticketing Software compliance
• Other departmental standards of performance and metrics
• 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.

Additional Position Duties:  – (The following is a list of what all employees, except those with medical accommodation, may be regularly required to do.)

• Sit for prolonged periods of time
• Utilize wrist and hands for a prolonged period of time
• Walk short distances
• Stand for short periods
• Speak and converse with others (Verbal and Written communication)
• Lift up to 25lbs without assistance up to chest height

What are we looking for?

• High School diploma or equivalent required. Technical certifications or a degree are a plus.
• Minimum of 6 months of experience in a customer service/hospitality/retail role
• Experience working in a technical support environment is a plus.
• Experience working with B2B or SaaS software preferred

What will make you stand out?

• We offer 24/7 support
• Primary hours of support are during Manila overnight to support American daytime customers. 
• Must be able to work a flexible schedule.
• Must be comfortable and experienced in using the telephone to take inbound calls.
• Must be comfortable and experienced in handling email and/or chat. 
• High degree of professionalism, a “customer first” attitude and be service-oriented, friendly and possess a positive attitude.
• High degree of intellectual curiosity and thirst for knowledge.
• Outstanding written and verbal skills, along with strong interpersonal communication skills.
• Familiar with PC based software and installation procedures.
• Familiar with database and/or Customer Relationship Management (CRM) software.
• Ability to quickly adapt to new situations and find solutions for complex problems.
• Ability to multitask and work in a dynamic environment
• Strong sense of urgency, follow-through, and attention to detail
• Ability to accept and implement coaching and feedback in order to achieve individual and team performance goals.

The Tech

• Computer proficient with the ability to handle multiple PC applications simultaneously.
• Strong working familiarity with Windows OS.
• Basic level proficiency in Microsoft Office.
• HTML, remote desktop software, and shipping software experience

What do we offer?

🌿 1. Health & Well-being
Auctane prioritizes the health and well-being of our employees and their families.

🩺 HMO Medical Insurance:

• Tiered Maximum Benefit Limit (MBL) based on job level.
• Comprehensive coverage for the employee and up to two (2) dependents.

🦷 Dental Insurance:

• Coverage for essential dental care services.

🧠 Mental Health & Employee Assistance Program (EAP):

• Access to confidential counseling and support services for mental health and personal challenges.

🏃 Wellness Program:

• Initiatives and resources designed to promote physical and mental well-being.

2. Financial Security & Compensation Enhancements
We offer benefits aimed at providing financial stability and enhancing your overall compensation.

❤️ Life Insurance:

• Financial protection for your loved ones.

⚠️ Accidental Death and Dismemberment (AD&D) Insurance:

• Additional financial protection in the event of accidental death or dismemberment.

🍽️ Meal and Clothing Allowance:

• Up to 3,000 PHP per month for meal and clothing expenses.

🎯 Bonuses and Supplemental Income:

• Opportunity to earn extra wages through company contests and incentives.

3. Time Off & Work-Life Balance
Auctane recognizes the importance of rest and personal time for a healthy work-life balance.

🌴 Paid Vacation Days:

• 15 paid vacation days per year, with additional days increasing with tenure.

🤒 Paid Sick Days:

• 15 paid sick days per year.

🎉 Paid Holidays:

• Observation of statutory national and local holidays.

💐 Bereavement Leave:

• Supportive leave in times of personal loss.

4. Professional Development & Recognition
We invest in your continuous growth and acknowledge your contributions to Auctane's success.

📚 Education Benefits:

• Support for continuous learning and professional development.

🤝 Referral Program:

• Incentives for recommending great talent to join the team.