Overview
In a Technical Support role for our Customer Success team, you are responsible for supporting our customers and delivering a world-class support experience. You work closely with store owners to troubleshoot and resolve issues via email, live chat, and occasional phone calls.
Please note: this role is a remote contract role based in Australia and will have a scheduled shift of Tuesday-Saturday, 9am-5pm AEST.
What you'll do
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Live by and champion our core values: #accountability, #collaboration, #iterate, #details
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Use your technical expertise and customer service skills to resolve questions and issues for our online merchants
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Communicate clearly in writing to both technical and non-technical people
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Communicate clearly in writing in a timely manner via live chat
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Communicate clearly and effectively via phone with customers on the premium plan
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Identify patterns, recommend improvements, and filter out unimportant issues
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Contribute to the ongoing development of documentation and best practices
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Assist with successful on-boarding of new customers
What you'll bring
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Proficiency with a ticketing technology platform: i.e. HelpScout, Zendesk preferred
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Resourcefulness: you'll figure out what needs to be done, and you find ways to make it happen
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A passion for problem solving and the humility to ask for assistance
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A sense of urgency and a satisfaction from going above and beyond to provide solutions
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Ability to work remotely and desire to make an impact at a boot-strapped start-up
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Excellent customer service and English fluency (written and spoken)
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A ‘winning as a team’ attitude and a polite, patient, caring, calm and professional demeanor
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Basic knowledge of HTML, CSS, Javascript (knowledge of other programming languages a plus
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Ability and desire to work flexible shifts shifts
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2+ years of experience in technical customer support at a SaaS company, or similar
