OVERVIEW:

The Technical Support Representative Tier 2 provides assistance via a consult line to Tier1 techs and handles escalated calls for some of the most difficult technical issues.

TEAM OVERVIEW:

The Customer Care Department has a mission critical task in not only meeting our customer’s needs, but doing so in the most professional and friendly manner possible.  We are the mailing and shipping experts within our company and within our industry. We take extraordinary care of our customers by solving their challenges efficiently and accurately. We share customer insights throughout the organization and help drive positive and meaningful changes.  Our Tier2 team handles all callbacks for our sales team and is expected to provide support for our Business Partners, as well as API/ELS integrators, and work closely with our Product, Program Managers, Development and IT teams to find resolutions for our customers.

COMPANY PERKS:

Competitive pay, 401k with company match, Medical, Dental and Vision Insurance, Employee Stock Purchase Plan, Educational Reimbursement, Commuter benefits, Discount programs, Inventor patent bonuses

COMPANY OVERVIEW:

Stamps.com (NASDAQ: STMP) is the leading provider of postage online and shipping software solutions to nearly 750 thousand customers, including consumers, small businesses, e-commerce shippers, enterprises, and high volume shippers. Stamps.com offers solutions that help businesses run their shipping operations more smoothly and function more successfully under the brand names Stamps.com, Endicia®, ShipStation®, ShippingEasy®, ShipWorks®, and MetaPack®.  Stamps.com’s family of brands provides seamless access to mailing and shipping services through integrations with more than 475 unique partner applications.

RESPONSIBILITIES:

Primary Objectives:

1. Providing world class customer service.
2. Issue Monitoring and Escalation.
3. Creating Technical Knowledge Base articles.
4. Training staff.

Essential Position Duties:

• Providing world class customer service while solving complex and escalated technical issues via email and phone.
• Providing world class customer service and technical support to Business Partners and High Volume Shippers, potentially including rotating 24 hour on-call support.
• Working closely with other departments for Beta testing of our products and services.
• Escalating and monitoring of known issues to various departments, including Product and Development.
• Creating Technical Knowledge Base articles and documentation of internal and external processes.
• Training of other staff on technical issues as needed.

Additional Job Duties:

• Sit for prolonged periods of time.
• Utilize wrist and hands for a prolonged period of time.
• Walk short distances.
• Stand for short periods.

QUALIFICATIONS:

Application Eligibility for Current Customer Care Employees:

• Must not be on any active write-ups or Performance Improvement Plans
• Must be employed at Stamps.com for a minimum of 6 months
• Must have exceptional attendance and
• Customer Satisfaction average must be at or better than the team average

Education and/or Experience:                                                            

• Three to Five (3 – 5) years’ of call center technical support.
• Experience providing solid support for API/ELS and ODBC integrations.
• Experience working with logging systems such as Splunk.
• Three or more (3+) years’ years of experience with Fogbugz or JIRA.

Skills and Knowledge:

• Customer service-oriented with friendly, upbeat attitude
• Excellent telephone skills and excellent computer skills
• Exceptional organizational skills
• Prioritizes work activities and uses time efficiently
• Excellent interpersonal skills with a demonstrated ability to work in a cross functional team environment
• Strong oral, written and interpersonal communication skills
• Flexible with work schedule (Start time may be as early as 6am or as late as 9:30am)

Computer/Software/Application Proficiency:                                               

• Extensive knowledge in all version of Windows Operating System and good knowledge of Mac OSX
• Solid background in Microsoft Office and other organizers
• Fogbugz or JIRA.
• Working knowledge with logging systems such as Splunk.

Travel Requirements:

• None

Equal Opportunity Employer/Veterans/Disabled

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