Associate Technical Support Engineer

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, our Technical Support team works in shifts to provide 24/7 support to our merchants. This role will be an EST shift and hours will be from 8am-5pm EST.

What you'll do

• Live by and champion our core values: #accountability, #collaboration, #iteration, #details

• Use your technical expertise and customer service skills to resolve questions and issues for our online merchants

• Communicate clearly in writing to both technical and non-technical people

• Communicate clearly in writing in a timely manner via live chat

• Communicate clearly and effectively via phone with customers on the premium plan

• Identify patterns, recommend improvements, and filter out unimportant issues

• Contribute to the ongoing development of documentation and best practices

• Assist with successful on-boarding of new customers

What you'll bring

• Proficiency with a ticketing technology platform: i.e. HelpScout, Zendesk preferred

• Resourcefulness: you'll figure out what needs to be done, and you find ways to make it happen

• A passion for problem solving and the humility to ask for assistance

• A sense of urgency and a satisfaction from going above and beyond to provide solutions

• Ability to work remotely and desire to make an impact at a boot-strapped start-up

• Excellent customer service and English fluency (written and spoken)

• A ‘winning as a team’ attitude and a polite, patient, caring, calm and professional demeanor 

• Basic knowledge of HTML, CSS, Javascript (knowledge of other programming languages a plus)

• Ability and desire to work flexible shifts shifts

• 2+ years of experience in technical customer support at a SaaS company, or similar