Technical Support Specialist

ShipStation Global; Austin (TX); On-site; USD 52,000 - 76,000; Full time

Job summary

ShipStation Global is seeking a Technical Support Specialist in Austin, TX to join a multi-disciplinary team providing business technology support. You will use technical knowledge, problem solving, and strong communication to assist users with proprietary and third-party systems.

You will handle first-line support via phone and email, troubleshoot hardware issues, test fixes, and escalate problems when necessary while adhering to procedures and timelines.

Qualifications

• MS Office with Excel, Word, and Outlook.
• Knowledge of computer hardware and software.
• Strong attention to detail.
• Excellent verbal and written communication skills.

Responsibilities

• Understand and support the company’s proprietary systems and third-party systems.
• Provide first-line technical support via phone, e-mail, and desktop app.
• Identify, research and resolve technical issues.
• Collaborate with vendor support (Zendesk, etc.) to resolve issues.
• Troubleshoot basic hardware issues.
• Test bug fixes and enhancements.
• Redirect or escalate problems as needed.
• Respond to inquiries promptly per procedures.

Skills

MS Office

Hardware knowledge

Communication

Problem solving

Attention to detail

Tools

Zendesk

Job description

The Technical Support Specialist works effectively and efficiently as a part of a multi-disciplinary support team to provide business technology support services and apply best-in-class practices. Technical Support Specialists utilize technical knowledge, problem solving skills, and communication to assist others.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Understand and support the company’s proprietary systems and other third-party systems to provide guidance include, but not limited to:
  • WEXNET
  • SpeedShip
  • UPS.com
  • WorldShip
  • ShipRush
• Provide first line technical support via phone, e-mail and/or a desktop support application.
• Identify, research and resolve technical issues with company’s proprietary systems and other third-party systems.
• Work with vendor support contacts to resolve technical issues for RackSpace, ITS, Zendesk, etc.
• Troubleshoot basic hardware issues.
• Test bug fixes and enhancements.
• Redirect or escalation problems as appropriate.
• Respond to inquiries in a timely manner, adhering to procedure and protocol.

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

• MS Office to include Excel, Word, Outlook.
• Computer hardware and software.
• Attention to detail.
• Good communication skills, both verbal and written.