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Technical Support Engineer II

Easyship

Easyship

IT, Customer Service
Bengaluru, Karnataka, India
Posted on Thursday, December 21, 2023

Easyship is revolutionizing logistics for eCommerce. With our all-in-one cloud based shipping software, businesses of all shapes and sizes have the tools needed to scale globally. At Easyship we believe in accelerating borderless commerce. We’re proud that a diversity of small business owners, crowdfunding campaigns, and global brands trust Easyship as their gateway to the world.To learn more about us click here.

Job Title: Second Line Engineer

Reports to: Technical Support Engineer

Location: Office Bangalore

Work Allocation: US Hours

Key Relationships: Operations Team, Sales Team

Job Purpose:

To support all Easyship customers by responding and providing technical assistance and support to the customer. You will also be ensuring Easyship services have the reliability and up-time to meet the needs of the growing customer base

What you’ll do:

  • Technical Support
  • Provide first-line technical support to customers through platforms like Zendesk and Jira.
  • Addressing technical issues, troubleshooting problems raised by customers and providing resolution. Prioritize and escalate issues to higher-level support or relevant teams as necessary.
  • Collaboration and Communication.
  • Ticket Resolution and Closure
  • Update the status of assigned tickets promptly to reflect the current progress of issue resolution.
  • Ensure all incoming technical tickets are dealt with in a timely manner.
  • Ensure that ticket resolutions are accurately documented, and all relevant information is captured.
  • Proactively follow up with end-users to confirm the successful resolution of their issues.
  • Close loops on resolved tickets to prevent recurring problems and gather feedback for continuous improvement.
  • Knowledge Sharing & Create internal documentation to educate and share on how to address common user issues.
  • Continuously improve knowledge and understanding across the various technologies supported by the team.

Who you are:

  • An empathetic approach and a passion to help people
  • Attention to detail
  • Ability to work well under pressure in a fast-paced environment
  • 2+ years experience in a technical support role
  • Excellent communication skills.
  • CRM software knowledge e.g. Zendesk/Salesforce
  • Strong problem-solving skills and creative thinking
  • Good command of Google and Office Suites

What you’ll get:

  • Competitive Equity Package: Earn more than just a competitive salary. Receive equity shares to gain wealth as the company grows.
  • Generous Vacation Policy: We think time off is essential… and we encourage it!
  • Duvet Day: Perfect for those cold winter days, when you don’t want to escape the warmth of your bed!
  • Mental Health Day: You deserve a day off! A chance to recharge and enjoy ‘Me Time’
  • 4 weeks of ‘Work from Anywhere’: Whether you’re working from the beautiful beaches in the Bahamas or by the fireplace on your ski trip in Switzerland - just make sure to send us a picture!
  • Professional Development: We’re here to help you hit your career goals to help get you where you want to be.
  • Company issued laptop: Who wants to work from their personal laptop? Let’s keep work and personal life separate!

Headquartered in London with offices in New York, Hong Kong, Singapore, Melbourne, Toronto, and Taipei – our team is global and growing. We encourage you to apply if a challenge excites you. Come and join the Easyship team!

Get to know our Customer Service team: