Technical Support Junior

Job description

About Company:

eShipz: Simplifying Global Shipping for Businesses: eShipz is revolutionizing how

businesses manage shipping processes with a platform offering seamless multi-carrier

integration. Whether you're an e-commerce brand, manufacturer, or logistics provider, eShipz

streamlines supply chains with real-time tracking, automated labels, cost-effective rates, and

comprehensive reporting. The goal is to empower businesses by simplifying logistics,

reducing shipping costs, and improving operational efficiency, supported by an easy-to-use

dashboard and dedicated customer support.

Role Description

We are looking for a Technical Support to join our team. In this role, you will provide technical assistance

for customers—responding to customer inquiries via phone, email, chat, and web; diagnosing and

analyzing problems; working collaboratively with internal teams. This is a complex, fast-paced

environment, and you will own the most critical part of the customer experience.

Should be good at

● Interfaces with customers at all stages of the problem resolution process (including

understanding issues that customers are facing, communicating action plans,

explaining ongoing developments, and conveying resolution)

● Coordinate with the Sales team to onboard any new customer, hand-hold them with

various integrations.

● Coordinate with the Product Management / Engineering team for customer reported

queries.

● Demonstrates good judgement to actively assess situations, engage senior

resources/management (as and when needed) to resolve complex / escalated Customer

issues.

● Systematically gathers relevant information and analyses a broad range of factors

while investigating and resolving issues.

● Schedule, participate and where relevant lead Customer facing calls (being well

prepared knowing his/her audience, their related needs and shares information

accordingly)

What it takes

● Fantastic Customer-focused service skills (Empathy-based listening, written and

verbal skills).

● Excellent Analytical & Technical Troubleshooting skills.

● Interpersonal skills.

● Presentation skill.

● Great Team Player

Good to Have

Prior work experience in SaaS product companies in domains relevant to Logistics /e-

commerces.

Educational Qualification: - Graduate with basic technical knowledge.

Experience: - 3-5 years

Job Location: - Sanjaynagar, Bangalore.