• Technical Support Analyst The Rocks NSW
  • Shippit in The Rocks NSW, , Australia
  • jobs
  • 4 weeks ago

jobs description

A little about us

Shippit is Australia's best connected shipping software. Logistics infrastructure is a sophisticated beast, and we're not only improving the experience for everyone involved, we're impacting the planet in a positive manner: deliveries made through our platform are already 100% Carbon Neutral. Proudly Australian founded, we're truly global in our approach and have the benefit of being a free moving startup with the security of impacting a growing industry that needs some love and attention. Our recent Series B2 cap raise of $65m has added to our ability to grow and solve some chunky problems.

Watch this - What we do

Your role & the team

Our Technical Support Analyst will be the technical interface to customers for the resolution of escalations related to the use of the Shippit platform. They are responsible for the management, troubleshooting and resolution of difficult technical & challenging issues that have been escalated per business process.

In this... capacity, your primary task will be to provide escalated support to customers who contact the Shippit support and maintain a high level of customer satisfaction while meeting guidelines and KPIs. Day-to-day you will be working to resolve root causes with help from the Engineering Team for issues while following best practices and meeting customer expectations. You will also be required to assist with technical documentation where necessary.

You must be self-Motivated and eager to learn, with a passion for technology, a relentless focus on the customer experience and the ability to project manage, multitask, assimilate data, make decisions and prioritize complex work while paying attention to detail.

Communication with customers, vendors and co-workers in a clear and professional manner is an absolute must.

This role will require flexible working hours, including working outside business hours, evening/night shifts and weekends.

Day to day
• Take ownership of technical issues logged by clients from beginning to end by case managing complex issues and driving towards a successful outcome.
• Resolve any customer technical issues through diligent research, reproduction, and troubleshooting.
• Maintain consistent communication so the client is up to date on the status of their issue.
• Monitoring of escalated calls and response times.
• Case escalation point of contact for support team and internal stakeholders.
• Spot trends in client issues and flag for the rest of the team.
• Identify, reproduce, and document bugs for the development teams.
• Recognize opportunities for improvements to products by proactively offering ideas and solutions.
• Utilize internal systems to resolve issues in conjunction with the senior support analysts and product management team.
• Listen to the needs of merchants and apply this knowledge to solve business and technical challenges and help drive merchant success.
• Demonstrate proficiency in all Shippit products and service offerings.
• Demonstrate proficiency in internal and external relationship building.
• Analyse logs and identify issues in Sumo Logic & DB
• Identify the root cause of issues to assist with Jira tickets for Developer investigation.
• Ability to empower end-users to support themselves using our product and Help Centre.
• Tackle ad hoc assigned initiatives/projects as required.
• Stay up-to-date on client platform changes/new features.
• Build and develop Merchant solutions and develop technical documentation.
• Contribute to, and make use of, internal knowledge management systems.
• Develop relationships with the client, Development/QA and Technical teams.
• Basic understanding of how to pull reports and manipulate data in SQL, Excel/Google Sheets. Basic understanding of Ruby programming.

Our ideal Shippster
• Strong analytical & problem-solving skills, interpretation & presentation of data
• Excellent problem solving, communication and interpersonal skills, both written and verbal.
• Sound knowledge of HTML, JavaScript/JQuery, Python, Ruby, JSON, SQL, API and web services is a must
• Strong analytical skills and problem determination abilities.
• Superior relationship builder with the ability to initiate and drive development in self and others.
• Pleasant and confident phone manner.
• Analytical skills and problem determination abilities.
• Time management: Ability to meet deadlines and complete tasks within complex environments.
• Client-focused: experience with delivering an exceptional client journey face to face or over the phone.
• Have a clear, professional, and informative communication style.
• Skilled at explaining technical problems succinctly and clearly.
• Ability to work effectively in a global team environment as well as independently.
• Demonstrated experience in a fast-paced environment requiring troubleshooting and processing skills, plus an ability to effectively, prioritize and adapt to changing scenarios
• Work as part of a global team, interface with team members from other time zones and provide daily briefing and handovers.

Other Key Considerations for this position:
• Mandatory: Application Servers, ERP, WMS, PSA Tools
• Desired: Shopify, Magento, BigCommerce, NetSuite, Dear, Cin7 and TradeGecko, Ebay, CRM, JIRA, Zoho CRM and Zendesk.
• Desired: Experience/background in Logistics.
• Understanding of the ITIL methodology & IT service delivery is highly desirable.
• 2+ years industry experience in a SaaS support or client service role.
• Proven track record in established support environment.
• Finds creative problem solving both fulfilling and challenging.

Salary Package Range: $80,000 - $91,000

Life at Shippit
• Flexible Hybrid - ability to mix your working week between The Shippit office and your home office
• We are all builders - we share our successes! Be rewarded with our Employee Share Option Plan
• Family & Paw friendly - generous parental leave policy and pet friendly office
• Be Healthy - Wellbeing Policy with strong focus on whatever makes you feel good from inside out.
• Enrich your life - travel and explore the world through the flexibility to temporarily work anywhere, yes anywhere in the world for up to 2 weeks of the year
• Fuel your growth journey - Unlocking your potential with a blend of in person and online learning and development opportunities
• Be comfortable - Casual Friday everyday!
• We love to have fun - Team outings, weekly lunches, team events, loaded pantry and the list goes on…

Feel valuable

Join our high-performance culture at Shippit where you can make a difference. We're on a mission that needs the right #goodhumans to help make ship happen!

Shippit actively supports a diverse workforce at all levels of the company and we all embody the core values that make our business unique. We foster a culture of inclusion at Shippit and do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to creating a workplace where everyone feels valued, respected and empowered to bring their authentic selves to work. Our mantra is to make ship happen, every single day.

We're a phenomenal place to work, and we can back that up. Shippit's been ranked as #6 Best Place to Work by AFR in 2023. . It doesn't stop there, we have a whole bunch of accolades we earnt over the years which we are super proud of.

Watch this - Culture at Shippit

Our recruitment process - we don't like to complicate things
• Phone screening - nice and simple to start, let's get to know each other.
• Hiring Manager Interview - impress your potential new Manager.
• Technical/ Functional Interview - let your skills do the talking.
• Values Interview - have you got what it takes to be a Shippster?

Get in touch

Let's create something extraordinary and make ship happen! Apply now and join the Shippster family.

We are a 2023 Circle Back Initiative Employer - we commit to responding to every applicant
The Rocks NSW Australia


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