Helpdesk Technician at Packlink Careers

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?

• IT Support

  • Work SLA driven tickets via Jira Service Management ticketing system

  • 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 in a prompt manner

  • 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
    
    

  Office Management

  • Assist in maintaining an accurate inventory of all equipment and license assignments

  • Identify and suggest possible improvements to procedures

  • Onboarding and offboarding of users

  • Undertake facility-related tasks and take co-ownership of the relationship with the service team of the building.

  • 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 would be an advantage Analytical by nature and enjoys troubleshooting and solving complex problems.
• Ability to quickly adapt and learn with minimal 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
• Some tasks may be related to a facilities role so need to be flexible in assisting

What will make you stand out?

• Previous experience in a similar start-up environment.
• Multinational experience

What do we offer?

• 💸 Clear and transparent compensation plan. 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 events Work hard, play hard! We do our best every day, even at our regular team-building events. 
• 📺 Internal and external training, free access to online training platforms such as Linkedin Learning
• 🏠 We are a remote-first company All team members at Auctane Spain are remote employees but given the nature of this role you'll be required to visit the office in Madrid 2 days per week (onboardings, equipment preparation, stock management...) We also cover your expenses for working from home (50€ net per month/600€ per year).
• 🌅 We have 25 days of holidays per year (23+🎂 your Birthday Take your birthday off to celebrate!+Christmas).
• 💻 Everything you need to work from home. Whether you prefer Mac, Linux, or Windows (or an additional screen or two), we set you up for success when working remotely.
• 🏥 8 hours per year for attending to medical appointments. 
• 👩‍⚕️ 10 hours per year to support your family members when going to the doctor)
• 📙 Personal Training Budget. Up to 800€/year training budget (certifications, conferences attendance, etc.) to invest in your professional development. We want to help you improve your technical skills, feel involved in the product community, and develop your soft skills to lead teams and manage other stakeholders.
• 💰 Flexible Salary We work with a flexible compensation plan for transport, restaurants, and kindergarten so our employees can save on personal income tax via Cobee.
• 🗺️ Languages classes every week. Thirsty for knowledge? Learn a new language by joining our free English/Spanish/French classes. In groups of 4-5 people, you can connect and enjoy taking up a new language or improving your current skills with one of our great instructors.
• 🏐 Health and Wellness: The well-being of our team is super important to us. Choose between: 
  • Up to 42€ to cover your Gym membership or exercise classes (pilates, kick-boxing, etc.).
  • Private health insurance, we offer a great plan courtesy of our partner Alan.
• 👩‍⚕️We have psychological assistance vouchers free of charge.
• 🏢 Nice Office in the center of Madrid (free drinks, snacks…)