Product Support Specialist I

RevolutionParts

About The Position

RevolutionParts is not just a pioneering force in the automotive eCommerce realm; we're actively seeking passionate and talented individuals to join our squad of Revolutionaries (yes, that's what we call ourselves!). As leaders in providing streamlined, user-friendly solutions, we empower automotive brands to maximize online sales. Our commitment to technology, top-notch customer service, and a profound understanding of the automotive market sets us apart. If you're ready to revolutionize the e-commerce space for automotive parts and accessories, consider joining our dynamic team of Revolutionaries. We have a position open for a talented customer-centric individual to join our growing Customer Success team as a Product Support Specialist I. Equipped with the knowledge of what it takes for customers to succeed with RevolutionParts, you will serve as the voice of your customers cross-functionally, providing feedback to the Product team and broader business. To the other Revolutionaries; you'll exemplify an empathetic, customer-centric perspective and be looked upon as a consultant for our most strategic customers. This specialist role has a flexible component to help our customers' overall customer experience with tons of growth opportunities available both vertically (Tier 2, Lead) and diagonally (Implementation Manager). Working Hours: This role operates across several shifts, so flexibility between 7:00 AM–8:00 PM EST is required. You’ll work a standard 8-hour shift, 40 hours per week.

Requirements

A passion for providing awesome customer service; you treat every customer interaction as an opportunity to "wow" our customers
Experience supporting customers via phone and/or email
Prior experience working in a technical customer support environment, and can lend your insight into processes, communication, and escalation procedures
A desire to grow; this role can grow into an Implementation Manager, Customer Success Manager, or Tier II Technical Support
Experience with CRMs, scheduling tools, Microsoft Office Suite, and ticket management systems; Zendesk experience is a plus!
An understanding of or previous experience in eCommerce; technical experience (CSS/HTML/JavaScript) with websites a plus!

Nice To Haves

Experience with Google Analytics, SEO, or Marketplaces (eBay/Amazon) is a bonus!

Responsibilities

Support our customers on the phone and over email to resolve their issues accurately and as quickly as possible.
Troubleshoot common eCommerce issues with shopping carts, marketplaces, shipping settings, payment settings, and checkout issues.
Educate customers on key aspects of their service during interactions and by creating content for our knowledge base.
Coordinate with the team to keep data on customer interactions and continuously improve our processes.