Software Support Engineer

ProShip, Inc.; United States; Remote; USD 60,000 - 75,000; Full time

Job summary

ProShip, Inc. seeks a Software Support Engineer to enhance customer satisfaction with their shipping software solutions. This role involves troubleshooting, technical support, and collaboration with teams to ensure seamless service delivery. If you have a technical background and excellent problem-solving skills, this opportunity is for you.

Benefits

Competitive salary and bonus structure

Full medical, dental and vision benefits

401(k) and ESOP plans

10 paid company holidays

Vacation and sick paid time off

Work-from-home flexibility

Stability and growth opportunities

Qualifications

• Minimum two years of experience in a technical support role or similar.
• Ability to learn programming and debugging quickly.
• Detail-oriented with strong organizational skills.

Responsibilities

• Provide technical support for ProShip products.
• Troubleshoot and resolve system issues.
• Document technical processes and customer interactions.

Skills

Communication

Troubleshooting

Problem-solving

Analytical skills

Education

Bachelor’s degree in Software Engineering, CS, MCS, MIS or related field

Tools

SQL

VBS

VB.NET

C#

PHP

Git

Job description

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VP | Parcel Shipping Tech Champion | Strategic Marketing Visionary @ ProShip, Inc. - WorldLink - Varsity Logistics // Wine Enthusiast

Under limited supervision, Associate Customer Support Engineers will provide technical support for ProShip products & services installed throughout the customer base. The role will support customer issues via Zendesk, phone, e-mail, direct consultation and must assure prompt, courteous and professional service to our customers by effective communication, timely follow-up, technical expertise and adherence to department policies and standards. They will also need a clear understanding of when to escalate more complex and urgent issues.

Typical Responsibilities

• Meets and/or exceeds SLA requirements for problem resolutions, incident reporting and root cause analysis reporting.
• Addressing user requests and following up to ensure timely and satisfactory resolution.
• Taking ownership of customer issues reported and seeing problems through to resolution.
• Researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues.
• Troubleshooting and analyzing hardware and software technical tickets and requests
• Addressing user requests and following up to ensure timely and satisfactory resolution.
• Working in concert with internal & external teams to ensure the highest level of service delivery to user community.
• Working as part of a team,
• Evaluate issues to be resolved using logical problem-solving techniques and collect relevant technical information to solve the customer issue.
• Debug, test and implement system modifications including scripting.
• Work collaboratively with development and marketing teams to offer feedback on customer needs and expectations.
• Document relevant technical processes

Minimum Qualifications

• Bachelor’s degree in Software Engineering, CS, MCS, MIS or related field or the equivalent in a combination of education and work experience: Two (2) years of work experience in information technology or engineering environment.
• Experience or ability to learn programming and debugging with VBS, VB.NET, C#, and PHP, including code deploying using Git
• Querying/modifying SQL databases and evaluating design.
• Knowledge of popular operating systems, software applications, and remote connection systems.
• Experience with or ability to quickly research and learn shipping industry and carrier specifications.
• Outstanding communication skills, both written and verbal, with the ability to communicate tactfully and effectively with customers.
• Exceptional troubleshooting, problem-solving and analytical skills
• Poise and balance under pressure to be able to gather relevant data, think analytically and solve problems.
• Capable employee with the ability to quickly learn industry-specific knowledge and new technologies.
• Basic SQL skills
• Able to work in a multi-tasking, collaborative team environment.
• Experience in the shipping and supply chain industry a plus
• Strong interpersonal and communication skills, conveying a positive, collaborative, and professional image toward peers, management, customers, and vendors.
• Ability to work independently to learn and maintain technical skills as well as part of a team to solve challenging business problems.
• Sound organizational and time management skills with ability to effectively prioritize multiple tasks and follow-through on all tasks.
• Detail-oriented and conscientious, demonstrating accountability and ownership for all responsibilities.

Next Step in career Path

Sr. Customer Support Engineer

Company Overview

ProShip’s suite of leading multi-carrier shipping software solutions empower businesses of all sizes to simplify parcel and LTL workflows, automate shipping tasks, and take complete control of their shipping strategy. As a premier logistics technology provider exclusively dedicated to shipping software solutions, ProShip is committed to delivering powerful shipping software today and into the future. Trusted by leading brands, ProShip is the last shipping software you'll ever need. Visit www.proshipinc.com to learn more.

What ProShip Offers YOU

We offer a comprehensive benefits package that includes:

• Competitive salary and bonus structure
• Full medical, dental and vision benefits
• 401(k) and ESOP plans
• 10 paid company holidays
• Vacation and sick paid time off
• Work-from-home flexibility
• Stability, growth, career progression

Disclaimer

The above statements are intended to describe the general nature and levels of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

ProShip Inc. is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology and Customer Service

• Industries

  Technology, Information and Media

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Inferred from the description for this job

Medical insurance

Vision insurance

401(k)

Disability insurance

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