ClickShip is the all-in-one eCommerce shipping app for small and medium-sized businesses offering efficient and cost-effective shipping solutions. ClickShip is a product of Freightcom, founded in 2010 with a specific focus on the small parcel and low-volume LTL sectors. Since then, we have rapidly grown ClickShip into a world-class eCommerce Self-Fulfillment platform offering innovative solutions with parcel and freight transportation services. Our unique blend of transportation expertise, market focus on the shipping and freight industries, and our superior technology platform have empowered us to continuously improve and innovate shipping solutions that are game-changing for customers.
As a Product Support Professional, you will be responsible for providing exceptional customer support to users of ClickShip. Your primary objective is to assist customers in resolving product-related issues, answering their inquiries, and ensuring they have a positive experience while using our platform. You will serve as a bridge between our customers and our development and Techsupport teams, helping to improve the software based on user feedback.
Key Responsibilities:
- Provide responsive and effective customer support through various communication channels, including email, phone, chat, and Freshdesk ticketing systems.
- Assist customers in resolving technical issues, troubleshooting problems, and addressing their queries.
- Offer guidance and best practices for using the SAAS shipping software effectively.
- Provide step-by-step instructions to customers to resolve common problems or guide them in utilizing our features.
- Maintain a deep understanding of ClickShip features, updates, and enhancements.
- Create and update knowledge base articles, FAQs, and user guides to help customers find answers to common questions independently.
- Document customer interactions and reported issues to help identify recurring problems and highlight potential product improvements.
- Escalate complex or unresolved technical issues to the appropriate teams (Development and Management) while ensuring clear and concise communication with the customer.
- Collect, document, and relay user feedback, feature requests, and enhancement suggestions to the product development team for improvements.
- Collaborate closely with the Tech Support team to ensure the timely and effective resolution of support tickets.
- Share insights, customer feedback, and recurring issues with the Tech Support team to help them improve their troubleshooting processes. (As per the defined process)
- Utilize Freshdesk to manage and prioritize customer support tickets efficiently.
- Ensure that tickets are properly categorized and tagged for accurate tracking and reporting.
- Assess the severity and urgency of support tickets and escalate critical issues to the Tech Support team or appropriate departments for immediate attention.
- Monitor the progress of open tickets to ensure they are resolved promptly.
- Follow up with the Tech Support team to obtain updates on escalated issues and provide feedback to customers as necessary.
- Learn to generate reports from Freshdesk to track key performance indicators, such as ticket response times and resolution rates.
- Analyse data to identify trends and areas for improvement in the ticket resolution process.
- Actively participate in discussions with the Tech Support team to improve ticket resolution processes and streamline communication between support and development teams.
- Share insights gained from ticket resolution experiences with the broader support team to enhance their collective knowledge and problem-solving capabilities.
- Facilitate the feedback loop between customers and the Tech Support team, ensuring that customer suggestions and concerns are addressed systematically.
- Establish a strong working relationship with the development team to facilitate the resolution of complex or technical customer support tickets.
- Provide comprehensive documentation (as per the shared template) of customer-reported issues, including screenshots of error messages, to assist developers in troubleshooting.
- Maintain constant communication with developers working on escalated tickets, ensuring regular updates are provided to customers regarding the progress of issue resolution.
- Gather and prioritize customer feature requests and communicate them to the management for consideration in future software updates.
- Utilize technical knowledge gained from working with developers to enhance the technical capabilities of the support team and improve ticket resolution times.
- Share relevant user guides, resources, and knowledge-base articles with customers to help them find answers to common questions and troubleshoot issues independently.
- Encourage customers to provide feedback through surveys and reviews to gauge their satisfaction and identify areas for improvement.
- Analyze customer feedback, suggestions, and complaints to identify trends and propose improvements to the development and product teams.
Qualifications:
- Bachelor’s degree in information technology, Computer Science, or related field (or equivalent experience).
- 3-5 years of experience in a technical support role
- Strong troubleshooting and technical problem-solving skills.
- Familiarity with support tools (e.g., Jira, and any ticketing tool).
- Excellent verbal and written communication skills.
- Ability to manage and motivate a team.
- Experience with escalation management and SLA adherence.
- Customer-focused mindset with strong attention to detail.
Preferred Skills:
- Understanding of software development processes and code (e.g., familiarity with APIs or basic coding languages).
Job Type: Full-time
Pay: $45,000.00-$55,000.00 per year
Benefits:
- Dental care
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Vision care
Schedule:
Ability to commute/relocate:
- Bolton, ON L7E 4G4: reliably commute or plan to relocate before starting work (preferred)
Education:
- Bachelor's Degree (preferred)
Experience:
- Technical support: 3 years (preferred)
Work Location: In person
