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Associate Support Engineer

EasyPost

EasyPost

Customer Service
Remote
Posted on Thursday, July 11, 2024
Founded in 2012, EasyPost is a YC unicorn whose mission is to make shipping simple for businesses, from garage startups to the Fortune 500. Shipping, now more than ever, is the backbone of the global economy, but integrating the technology-enabled operations of a modern business with the low-tech and complex shipping industry has always been a challenge. EasyPost solves this problem with the first developer-friendly REST API for shipping, and we continue to push boundaries and discover new ways to simplify shipping for all. Our team is rapidly growing, and this is the perfect time to get on board. Join us, and help build the shipping infrastructure of the future.
About the role:
The Associate Support Engineer provides technical support and assistance to customers or who encounter software, hardware, or network issues. This role involves troubleshooting problems, resolving technical issues, and providing guidance to ensure efficient and effective use of products or services. Support Engineers play a critical role in maintaining customer satisfaction, resolving technical challenges, and enhancing the overall user experience.
What you will do:
o Provide first-level contact and convey resolutions to customer issues.
o Delight customers with concise and quick feedback to their issues.
o Troubleshoot all tickets as much as possible before escalating to Technical Support Engineers.
o If needed, escalate tickets to the Technical Support Engineers, but provide clear documentation of the problem and steps taken to resolve it.
o Serve as a communication link between customers and key internal teams.
o Go above and beyond to make sure customers feel the extra mile they take to resolving their problems.
About you:
o High School Diploma or equivalent
o 1-2 years of related experience
o Strong technical aptitude and knowledge of computer systems, networks, software applications, and troubleshooting methodologies.
o Excellent problem-solving and analytical skills, with the ability to identify and resolve technical issues efficiently.
o Effective communication skills, both written and verbal, with the ability to convey technical concepts to non-technical individuals.
o Empathy and strong customer service orientation, with the ability to understand and address customer needs and concerns.
o Ability to work independently and collaboratively in a fast-paced environment, managing multiple priorities and meeting deadlines.
o Ability to adapt to new technologies, products, and support processes quickly.
o Strong attention to detail, organization, and documentation skills.
What We Offer:
o Comprehensive medical, dental, vision, and life insurance
o Competitive compensation package and equity
o 401(k) match
o Monthly work from home stipend of $50 net
o Flexible work schedule and paid time off
o Collaborative culture with a supportive team
o A great place to work with unlimited growth opportunities
o The opportunity to make massive contributions at a hyper-growth company
o Make an impact on a product helping ship millions of packages per day
Data Privacy Notice for Job Applicants:
For information on personal data processing, please see our Privacy Policy: https://www.easypost.com/privacy
"EasyPost is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law."
To be considered for this position, you must be authorized and based in the United States.