Technical Support Specialist – eCommerce, SaaS
Commerce
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇮🇪 Ireland
Visit company websiteJob Level
Junior
Tech Stack
JavaScriptjQuery
About the role
- Provide outstanding phone, email, and chat-based technical support to our customers in a fast-paced 24x7 environment (expect up to 7.5 hours of talk/chat time a day)
- Provide extraordinary support to our ever-growing merchant base with your unsurpassed customer service and problem solving capabilities
- Develop solutions and utilize standard operating procedures for improving customer satisfaction and creating lifelong promoters of our brand
- Communicate with the management team and developers to improve product functionality and resolve issues
- Decrease incoming volume by striving toward first contact resolution and proactively onboarding and advising customers on eCommerce best practices
- Assist customers with common billing, invoice, and account issues
- Utilize classroom, video, and self-paced training to stay ahead of product advancements and eCommerce best practices; utilize your knowledge to solve problems efficiently
- Display high levels of professionalism in recurring interactions with departments inside and outside of the CSS organization
Requirements
- Experience in a customer-facing, service-oriented role is required
- Exceptional ability to utilize self-service resources (internal guides, Google-fu, external service portals, etc) to find solutions is required
- Strong aptitude toward various web, eCommerce, and hosting technologies and how they work together
- Exceptional critical thinking and soft skills with a passion for getting every customer on the path to success using thoughtful solutions that best fit each situation
- Team player interested in growing and competing alongside some of the best technical support agents in the business
- Exceptional written and verbal communication skills; an ability to communicate effectively with and deescalate frustrated or upset customers without taking it personally
- Ability to read or edit within at least one web language (HTML, CSS, Javascript, Jquery, etc), as well as a basic understanding of data structures, is preferred
- Must be flexible to shift work and occasional overtime in a 24x7x365 environment
Benefits
- Inclusion and belonging atmosphere
- Accommodation for individuals with disabilities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
HTMLCSSJavaScriptjQuerydata structureseCommerce technologiesproblem solvingcustomer servicebilling issuesaccount issues
Soft skills
critical thinkingcommunicationde-escalationteam playerprofessionalismadaptabilitycustomer successsolution-orientedinterpersonal skillsservice-oriented