Senior Helpdesk Technician

hace 7 meses

Madrid, España Packlink Careers A tiempo completo

**About us**

At Auctane, we are united by a passion to help sellers — wherever they are, however they operate — fulfil the promises they make to consumers. The Auctane's mission is to fuel commerce through exceptional delivery. We make it possible for businesses to meet the ever-rising expectations of their customers, and we make the world smaller and more accessible to consumers everywhere. Auctane brands enable hundreds of thousands of merchants to annually deliver billions of products — over $200 billion worth — to customers around the globe. And Auctane is just getting started.

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.

**Our values**

**About the role**

You'll 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 will you 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 are we looking for?**
- 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 mínimal 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

**What will make you stand out?**
- Previous experience in a similar start-up environment.
- Cybersecurity knowledge/ experience
- Multinational experience

**What do we offer?**
- **Clear and transparent compensation plan.** The salary range for this role is up to 30,000 € depending on experience. We will discuss the indicated range with you in the first recruiting call to ensure that we are on the same page.
- **99% discount on your personal shipment orders via Packlink.pro**:

- **Up to 150 USD/year to match your NGO donations** We are happy to support your initiatives by duplicating the amount donated.
- **Volunteer day.** You can take 1 day off per year to participate in volunteering activities We will love to see some pictures in our slack
- **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.
- ️ **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 20 nationalities that speak 10 languages. Our company language is English and all internal communication and company-wide meetings are in English.
- ️ **Company

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