דרושים ב-Global-e ב-Australia

Key Responsibilities:

• Front-line service to merchants and end customers, handling client-facing calls and inquiries with professionalism and efficiency
• Onboarding and training merchants on our internal platforms
• Troubleshoot basic technical issues related to merchant accounts, platforms, and transactions. This includes basic troubleshooting of software or hardware issues and guiding clients through simple technical solutions
• Ensure that KPIs and daily tasks are completed to a high standard
• Maintain set SLAs, identifying and escalating issues as needed
• Collaborate with leadership to develop and implement service improvements and best practice procedures
• Identify and investigate recurring issues, contributing to finding root causes and implementing effective solutions
• Assist in evaluating and improving the service provided to both internal teams and clients
• Escalation Handling – Key escalation point of contact for complex issues
• Customer-Facing Responsibilities – Maintains direct interaction with merchants and end customers, handling complex inquiries, solving basic technical issues, resolving high-priority issues, and ensuring an excellent customer experience

• Previous experience in a client-facing role with a focus on delivering exceptional service.

• Strong problem-solving and analytical skills, with a track record of resolving client issues and enhancing service delivery.

• Basic technical support experience or familiarity with troubleshooting technical issues is preferred.

• Ability to work collaboratively with team members and leaders to identify challenges and implement improvements.

• Must be based in Australia, no sponsorship available.

• Excellent English communication skills, both written and spoken.

• A can-do attitude, able to handle a high-volume workload with accuracy and efficiency.

• Teamwork-oriented.

This is a full-time position, Monday to Friday, with hybrid working arrangements. The role will require you to be in the Melbourne office 3 days a week.

This role is primarily to oversee and monitor the movement of parcels from either the merchant or GE hub and successfully to the carrier. This involves actively with carriers and work across different function to resolve problems. Liaising with the Tech Team to solve issues and answering CS queries through Zendesk. You will also be expected to work on all carrier exception reporting. You will need to be able to work well in a team but also be confident in working alone and making decisions.

Responsibilities:

· Ensure you deliver swift, efficient responses to Zendesk tickets.

· Chase carriers to give answers in a timely manner to close cases.

· Constantly monitor and fix FTS (Failed transfer to shipping) & Address Validations.

· You would be expected to handle one or more of the carrier exceptions reports Ops receives on a daily basis.

· Be proactive and escalate when appropriate.

· Cover team members holidays/absence.

· That team cover will mean you would need to be up to speed with all carriers, their reports, the contacts at each carrier.

· Read each Service alert from the carriers as this will impact how you respond/answer queries.

· Continual learning is a requirement, and you must keep on top of the new functionalities on the 3 weekly Sprints.

· As part of the Operations team, you will be required to attend a regular departmental meeting where you will be asked for inputs.

· As the role develops you will also be tasked with the monitoring on a merchant/merchant’s performance report.

· Excellent written communication skills in English

· An open mind and ‘can do’ attitude

· Ability to handle large volume workload with speed, accuracy and efficiency

· Additional languages an advantage

· Advanced troubleshooting and multi-tasking skills

· Customer service orientation to any problem

· Flexibility

· Problem Solving/Analysis

· Teamwork Orientation but at the same time be able to work alone and be able to prioritise.

· Proficient in Excel is a must.

Responsibilities:

• Act as a technical focal point for integrating clients, and as a product specialist on ecommerce platform capabilities and requirements definition.
• Take ownership during the implementation cycle and meet deadlines for both external clients and internal teams.
• Provide an on-going education and technical assistance to current partners and integrating clients.
• Lead customers through troubleshooting until problem resolution.
• Work closely with development team to implement new features and customer specific requirements.
• Provide ongoing support for Customer Success and Tech Support teams with live brands.

• 2-4 years of experience in IT Operations or Technical Pre/Post Sales team, with direct client interaction in a web-based environment, as a Technical Support/Development/Implementation Engineer.
• Good understanding of HTML / CSS.
• Experience working with relational and non-relational databases – preferred.
• Experienced in working with APIs and troubleshooting JSON payloads.
• Experience with debugging tools and analysing logs.
• Good understanding of HTTP and web-based technologies.
• Knowledge in SQL.
• Knowledge in JavaScript – preferred.
• Knowledge in PHP/.NET – preferred.
• Strong English communication skills, with the ability to convey complex technical concepts to both technical and non-technical audiences.
• Previous experience in eCommerce environment – desirable.

Responsibilities:

• Troubleshooting Issues: Assist customers with resolving technical issues related to the Global-e integration.
• Providing Technical Assistance: Guide customers on how to use specific features or tools on the platform.
• Ticket Management: Track and resolve support tickets efficiently, ensuring timely resolution.
• Bug Identification and Reporting: Identify, replicate, and report bugs to the relevant teams.
• Liaising with Developers: Work with the development team to escalate and resolve complex technical issues.

• 1-2 years of experience as an application or technical support engineer.
• Excellent understanding of technical support methodologies and tools.
• Exceptional troubleshooting skills.
• Willingness and ability to deep dive into the problem and find the root cause.
• Ability to multitask and handle various priorities.
• Exceptional interpersonal skills
• Experience with debugging tools and analyzing logs
• Experience with Atlassian, Zendesk, SharePoint – advantage.
• Knowledge of SQL and experience working with relational databases are a must.
• Previous experience working in a global organization – advantage.
• Excellent English – written and verbal communication skills – must