Technical Support Representative - Remote

Commerce

2d • $21 - $23 • Remote

About The Position

As a Technical Customer Support Representative, you will support merchants using Commerce’s eCommerce platform by educating them about platform features, troubleshooting technical issues, and helping them sell more. You will provide phone, email, and chat support in a fast-paced environment, with up to 7.5 hours of talk or chat time per day. The role also involves helping customers with billing, invoice, and account issues; improving customer satisfaction through effective solutions and standard operating procedures; and working with management and developers to resolve issues and improve product functionality. You will use classroom, video, and self-paced training to keep current with product advancements and eCommerce best practices. This is a remote-first position with a variety of schedules, including evenings, weekends, and holidays.

Requirements

• Experience in a customer-facing, service-oriented role.
• Ability to use self-service resources, such as internal guides and external service portals, to find solutions.
• Strong aptitude for web, eCommerce, and hosting technologies and how they work together.
• Strong critical thinking and interpersonal skills, with a customer-focused approach to finding thoughtful solutions.
• Ability to work collaboratively with peers and seek or provide help.
• Exceptional written and verbal communication skills, including the ability to de-escalate frustrated or upset customers.
• Dedication to the company, its mission, and the team.

Nice To Haves

• Experience in phone, email, or chat-based technical support or customer service in a contact center.
• Ability to read or edit at least one web language, such as HTML, CSS, JavaScript, or jQuery, and a basic understanding of data structures.

Responsibilities

• Provide phone, email, and chat-based technical support to customers.
• Deliver customer service and solve problems for merchants using the platform.
• Develop solutions and use standard operating procedures to improve customer satisfaction.
• Communicate with management and developers to improve product functionality and resolve issues.
• Work toward first-contact resolution and proactively onboard and advise customers on eCommerce best practices.
• Assist customers with billing, invoice, and account issues.
• Use training and knowledge of product advancements and eCommerce best practices to solve problems efficiently.
• Maintain professionalism in recurring interactions with departments inside and outside the CSS organization.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed