Senior Helpdesk Technician

About us:

Every day, the complex challenges of global shipping and logistics bring growing pains that fast-growing online brands struggle to negotiate. Getting products into the hands of customers quickly and affordably is a challenge for most. At Auctane, we serve and champion these merchants every day. Our software stack solves shipping and logistics problems that arise as merchants scale, so they can focus their time, energy, and resources on what matters most.

Auctane is a team of shipping and software experts with a passion for helping merchants move their ideas, dreams and innovations around the globe. The Auctane family includes ShipStation, ShipWorks, ShipEngine, ShippingEasy, Stamps, Endicia, Metapack, Shipsi, GlobalPost, and Packlink. Our partners include Amazon, UPS, USPS, eBay, BigCommerce, Shopify, WooCommerce, and Walmart.

What you will find

• Business communication platforms: Slack & Zoom
• GSuite
• Network office management - WiFi & Switching on Meraki equipment
• VoIP on Zoom
• CCTV
• Atlassian (Jira / Confluence)
• Okta administration
• VPN with Sophos
• MDM (Kandji and Intune)
• Equipment management (configuration and logistics)
• ...and last but not least, you'll have the chance of working in a multi OS environment: Windows & Mac

What you will be doing:

• Serve as the first point of contact for internal customers seeking technical assistance
• Drive customer satisfaction and deliver outstanding end user support.
• Manage, prioritize, and resolve help desk tickets, maintaining a high bar for response and resolution times
• Follow-up and update internal customer status and information
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Direct unsolved issues to the next level of support personnel
• Assist in maintaining an accurate inventory of all equipment and license assignments
• Identify and suggest possible improvements to procedures
• Support the implementation and deployment of internal business systems and solutions
• Onboarding and offboarding of users
• Work in a team and effectively interact with others

What is the skill set for the position?

• Proven experience as a help desk technician support role of at least 3-4 years in a similar position.
• Experience using a helpdesk system. (E.g. Zendesk, Jira)
• Good working knowledge of Mac and PC environments.
• Experience with single sign-on and MDM solutions
• Basic networking knowledge
• Analytical by nature and enjoys troubleshooting and solving complex problems.
• Ability to quickly adapt and learn with minimal oversight.
• Excellent internal customer service, communication, and coordination.
• Previous experience in similar roles or have proven strong technical skills.
• Constantly striving for automation and efficiency
• Ability to balance multiple competing priorities in a fast-paced environment
• Comfortable working with multiple teams and balancing their needs
• Excellent English communication skills - verbal and written

It’d be great if you have:

• Previous experience in a similar start-up environment.
• Cybersecurity knowledge/ experience
• Multinational experience

What we offer:

• 💸 Clear and transparent compensation plan. The salary range for this role is € 28.000 - € 33.000.
• 📙 Personal Training Budget. Up to 800€/year training budget (certifications, online courses, conferences attendance…) for investing in your professional development.
• 🗺️ Languages classes every week. Thirsty of knowledge? Learn a new language by joining our free English/Spanish/French classes. In groups of 4-5 people, you can connect and enjoy taking up a new language or improving your current skills with one of our great instructors.
• 🏠 We are a remote-first company. All team members are remote employees. We also cover your expenses for working from home (50€ per month/600€ per year).
• 💻 Everything you need to work from home. Whether you prefer Mac, Linux, or Windows (or an additional screen or two), we set you up for success when working remotely.
• Referral Fee 🔗 We need your support in hiring top-class talent! We offer a referral bonus of 1k-3K, depending on the complexity of the role and the hiring process.
• 🏐 Health and Wellness. The well-being of our team is super important to us:
  • Gym membership or exercise classes (pilates, kick-boxing, etc.)—we’re happy to cover the cost!
  • Private health insurance, we offer a great plan courtesy of our partner Alan.
  • Last but not least, we have psychological assistance free of charge.
• 🎂 Enjoy your Birthday. Take your birthday off to celebrate!
• ⚖️ Great work-life balance. We offer a flexible work schedule and will do our best to adapt to your personal situation. Working in a fast-paced environment can be intense, but that doesn’t mean you shouldn’t enjoy your free time!
• 💜 An inclusive and upbeat work environment. Leave your suit behind... we’re a t-shirt and converse kind of place! More importantly, our company culture promotes diversity and inclusion. The personality and opinions of each of our team members are important and valid, and we aim to offer all employees a safe environment where they can be themselves and thrive.
• 🌍 A cross-cultural atmosphere. We are a truly international team of 15 nationalities that speak 10 languages. Our company language is English and all internal communication and company-wide meetings are in English.
• 🏟️ Company events. Work hard, play hard! We do our best every day, even at our regular team-building events. Everything is currently remote, but we’re looking forward to organising in-person company events once again soon!
• 💰 Flexible Salary. We work with a flexible compensation plan for transport, restaurants, and kindergarten so our employees can save on personal income tax.