Support Specialist

Auctane; Manila; On-site; PHP 335,000 - 614,000; Full time

Benefits offered by this job

Health & Wellness benefits

Meal and clothing allowance (up to 3,0

Job summary

Auctane, a global provider of mailing and shipping software, seeks a Support Specialist in Manila to deliver world-class customer service and technical support. You will help customers install and configure our software and troubleshoot issues across voice, chat, and email.

Strong communication and a customer-first attitude are essential, with flexibility to cover Manila overnight for U.S. daytime customers. Become an expert in Auctane products and contribute to KPI targets.

Qualifications

• High School diploma or equivalent; technical certifications or a degree is a plus.
• Minimum of 1 year of experience in a customer service role.
• Experience in a technical support environment is a plus; experience with B2B or SaaS software preferred.

Responsibilities

• Delivers world-class customer service and technical support to Auctane customers.
• Assist customers with account issues, online store orders, and inquiries across USPS/UPS/FedEx/DHL and related topics.
• Troubleshoots and diagnoses malfunctions to resolve issues with shipping software.
• Handle interactions across Voice, Messaging and Email for technical support.
• Keep product knowledge up-to-date and communicate feedback to team and leadership.

Skills

Customer service

Technical support

B2B SaaS experience

Multi-channel support

Windows OS

Education

High School diploma

Tools

CRM software

Ticketing software

Remote desktop

Job description

At Auctane, we are united by a passion to help businesses deliver — whatever their size, wherever they are, and however they operate. We make it possible for businesses to meet the ever-changing requirements of their industry and customer expectations. Auctane products enable hundreds of thousands of businesses to annually mail and ship billions of items — over $200 billion worth — to recipients around the globe.

The Auctane family of mailing and shipping software products includes ShipStation, Stamps.com, ShipStation API, Metapack, GlobalPost, and Packlink. Our partners include Amazon, UPS, USPS, eBay, BigCommerce, Shopify, WooCommerce, and Walmart.

Our values

Win as One. Delight Customers. Deliver Great Outcomes.

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.

• Ensures all customers and guests of Auctane receive world-class customer service and technical support.
• Meet Key Performance Indicators (KPI’s)
• 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
• 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
• 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 One (1) year of experience in a customer service 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.

• Tiered Maximum Benefit Limit (MBL) based on job level.
• Comprehensive coverage for the employee and up to two (2) dependents.
• Access to confidential counseling and support services for mental health and personal challenges.
• 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.

• 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.

• 15 paid vacation days per year, with additional days increasing with tenure.
• 15 paid sick days per year.
• Observation of statutory national and local holidays.
• 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.

• Support for continuous learning and professional development.
• Incentives for recommending great talent to join the team.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Auctane ’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service‑connected disability.

A "recently separated veteran" means any veteran during the three‑year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.