remoteonsite
Technical Support Specialist - Easyship
Software Engineer
Seeking a Technical Support Specialist to assist customers with shipping software issues. Responsibilities include troubleshooting, documentation, and API support for a global eCommerce logistics platform.
About the role
Key Responsibilities
- Provide exceptional technical support to customers via various channels, resolving inquiries related to shipping software and logistics.
- Troubleshoot and diagnose technical issues, identifying root causes and implementing effective solutions.
- Create and maintain comprehensive technical documentation, including FAQs, guides, and knowledge base articles.
- Assist customers with API integrations and provide guidance on platform functionalities.
- Collaborate with engineering and product teams to escalate complex issues and contribute to product improvements.
- Ensure timely and accurate resolution of customer tickets, maintaining high satisfaction levels.
Requirements
- Proven experience in a technical support or customer service role, preferably within SaaS or logistics.
- Strong troubleshooting and problem-solving skills with a keen eye for detail.
- Familiarity with API concepts and experience supporting API-related inquiries.
- Excellent communication and interpersonal skills, with the ability to explain technical concepts clearly.
- Ability to work independently and as part of a team in a fast-paced environment.