Join Our Team

Customer Success

Customer Support

Lehi, UT

About SmartShyp

SmartShyp is a Utah-based software company that has experienced tremendous growth in the past year. We help hundreds of customers who sell online using Amazon, eBay, Volusion, BigCommerce, Shopify, Etsy, Jane.com and many other online marketplaces. Our web-based shipping application streamlines the order fulfillment process for anyone selling online.

If you are passionate about using technology to solve business problems, enjoy helping customers, and have excellent communication skills, then we want you to join us. Currently, we are a small startup but we are growing fast so there is plenty of room for advancement and growth.

About the Role

Answer, resolve, and log inbound customer calls, identify issues, and provide suggestions and long-term resolutions. Work closely with management to develop and improve customer service skills, use provided support tools, learn effective troubleshooting techniques, and increase product knowledge.

In addition to the essential duties and responsibilities listed above, all positions are also responsible for:

  • Meeting company standards pertaining to quantity and quality of work performed on an ongoing basis, performing all work related tasks in a manner that is in compliance with all Company policies and procedures including Worldwide Business Standards.
  • Adhering to Company policies, procedures, and directives regarding standards of workplace behavior in completing job duties and assignments.

Responsibilities

  • Answers and process' incoming customer calls effectively and efficiently to optimize customer experience by:
  • Documenting all customer related conversations, steps and actions taken, and results and resolutions obtained throughout each call
  • Following proper troubleshooting steps, ask clarifying questions, and discover underlying causes of concern
  • Effectively educating customers on product use and assist them in fully utilizing available features to improve office productivity
  • Maintaining effective call ownership by providing timely resolutions, maintaining contact on ongoing issues and managing open items.
  • Submit knowledge-base articles on a regular basis to update customer and team member education.
  • Participates in special projects and performs other duties as required.

Qualifications

  • Minimum 5 years of experience
  • Comfortable learning a new software
  • Experience using a CRM or Support Ticket service, such as Zendesk, Infusionsoft, Hubspot, or Salesforce.

Apply to this career opportunity!