Support Technician

ShipCaddie Support Technician

Located in Lehi, UT -- working in office

About iDrive Logistics

iDrive Logistics was founded in 2008 and has led the market ever since in delivering innovative smallparcel supply chain solutions, growing at a pace that has landed us in the Inc. 500 and Inc. 5000 multiple
times. iDrive's pioneering cost reduction methodologies and technology solutions assist over 500
businesses in enhancing their small-parcel supply chain. We are driven by the knowledge that our efforts
are enhancing customer experiences, improving carrier relationships, and affording clients more time
and a larger budget to focus on what they do best. We scale with businesses, and our client's success is
our goal.

Duties and Responsibilities:

• First line of customer support (calls, emails and chat)
  • Trouble shooting and resolution with clients
  • Drive tickets to closure by helping prioritize tickets in log and communicating with management and client
  • Help desk ticket maintenance with proper bug documentation
  • Assist with analysis and troubleshooting of issues
  • Help with Marketplace Management and Integrations
  • Daily ticket review with stakeholders / good client communication
  • Meet ticket resolution and response time within SLA's
  • Performance & Failure Monitoring
  • Monitor error logs in ShipCaddie and resolve where possible
  • Future Clients Support
  • Assist with ShipCaddie demo with future clients
  • Assist with onboarding new clients and ensuring account settings are correct
  • Log new registration leads and send follow-up emails
  • Knowledgebase Management
  • Document procedures for cross training
  • Update knowledgebase articles update with changes
  • Add new as topics or features are added)

Qualifications:

• Proven communication and client management skills
• Must be able to demonstrate strong organizational skills
• Must be comfortable working in a team-oriented environment
• Must be flexible to manage multiple tasks quickly and efficiently
• Proficient with Microsoft products

Benefits:

• Gain hands-on experience in technology
• Collaborate with experienced team members
• On-site gym
• Kitchen stocked w/ snacks & drinks

About ShipCaddie:

ShipCaddie is a small parcel shipping software for shippers of all sizes. We make label printing easy and provide insights and rewards to help businesses play their best shipping game. We are an outgrowth of logistics advisory group, iDrive Logistics, and work together to help clients improve shipping processes and maximize savings.

iDrive Logistics is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.