Provide great customer support responding to technical questions and concerns from customers. Resolve front-end Shopify integration or billing issues in a friendly, timely manner. Optimize and improve the customer support experience by proactively organizing and improving help articles and other customer touchpoints. An ideal candidate is self-guided, intellectually curious, efficient, and an independent learner.
Exemplify these values as you perform this job:
Be Agile: Embrace change as an opportunity to learn and grow
Get Things Done: Make decisions, prioritize and do the work without needing to be told each step in the process
Be Independent: Have the self-discipline and drive to manage your time and get things done
Be Accountable: Treat our business as if it were your business
Be a Great Communicator: Communicate clearly so we can work efficiently
Be Cool. Be Kind. Be Easy to Work With: Let appropriate emotion and feeling guide how we work together to accomplish our goals
Be the voice of the brand to our customers in a professional manner. Be the voice of our customers to the team.
Proactively troubleshoot and resolve, basic and technical support issues Escalate to Development when needed
Resolve billing related issues (disputes/chargebacks/refunds)
Log feature requests in Jira
Deliver timely, comprehensive first replies & resolutions to customers
Responsible for overall desk management (tagging, creating workflows, following customer trends and reporting them back to the team, live chat during daily peak hours, etc).
Add small “how-to” articles & Frequently Asked Questions (FAQs) to support portal
Help on-board trial users and convert them to paid.
Creation of How-To and walkthrough videos of internal procedures
Create and manage the products Help Center by fine-tuning current help articles and creating new ones as the opportunity arises.
Resolve Shopify Theme customization request and escalate to development when needed.
Respond to customer concerns via online system utilizing Help Scout
Test fixes as product improvements are made.
Utilize and update internal product documentation as issues are resolved
Other duties as assigned
Education: AA or Technology Certificate
Degree or Formal Education: Technology-based training
2+ years of related experience
Experience working in a remote entrepreneurial/startup environment
Experience with technical customer support
Tools and Technology:
Support desk software familiarity
Compensation varies with experience and qualifications. This job is remote / work from home starting at 20 hours a week and requires that you have a reliable internet connection and a computer with a webcam for video calls.
Background check will be conducted on the final candidate.
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