Associate Technical Support Engineer

ReCharge Payments; Canada; Remote; CAD 65,000 - 68,000; Full time

Job summary

A technology company specializing in subscription services is seeking a Technical Support representative. You will resolve customer issues via live chat, email, and phone, working closely with store owners. The role requires technical proficiency, excellent customer service skills, and a problem-solving attitude. Compensation for this position in Canada ranges from $65,000 to $68,000 annually, with comprehensive benefits including medical and retirement plans.

Benefits

Medical, dental and vision plans

Retirement plan with employer contribution

Flexible Time Off

Paid Parental Leave

Monthly remote life and merchant stipends

Qualifications

• 2+ years of experience in technical customer support at a SaaS company or similar.
• Ability to work remotely and desire to impact an industry leader in subscription payments.
• Basic knowledge of HTML, CSS, JavaScript (other programming languages is a plus).

Responsibilities

• Resolve questions and issues for online merchants.
• Communicate clearly in writing to both technical and non-technical people.
• Identify patterns, recommend improvements.

Skills

Proficiency with a ticketing technology platform

Problem solving

Excellent customer service

Strong communication skills

Tools

HelpScout

Zendesk

HTML

CSS

JavaScript

Splunk

SQL

Looker

Job description

Overview

Recharge is simplifying retention and growth for innovative ecommerce brands. As the #1 subscription platform, Recharge is dedicated to empowering brands to easily set up and manage subscriptions, create dynamic experiences at every customer touchpoint, and continuously evaluate business performance. Recharge powers more than 20,000 merchants serving 100 million subscribers, including brands such as Blueland, Hello Bello, LOLA, Chamberlain Coffee, and Bobbie. Recharge is recognized on the Technology Fast 500 by Deloitte (3rd consecutive year) and is Great Place to Work Certified.

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 answer questions, troubleshoot and resolve issues via live chat, email and occasional phone calls. This role will be an EST shift with hours from 8am-5pm EST and a 1 hour unpaid lunch. This role provides 24/7 coverage with shifts to meet merchant needs.

Responsibilities

• 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
• Use a “live chat first” approach to clearly answer questions, triage and gather context as needed, moving to email for deeper investigations when necessary
• Occasional outbound phone calls with customers when quick context gathering is required
• Identify patterns, recommend improvements, filter out unimportant issues, troubleshoot and escalate bugs to engineering
• Contribute to the ongoing development of documentation and best practices
• Be a Recharge expert for our merchants to help them grow by knowing the product well and staying up to date with new releases
• Collaborate with teammates in our swarm support model to resolve issues in a timely manner
• Contribute to achieving individual, team, and company goals
• Live by and champion our values: Accountability, Collaboration, Iteration and Details

Qualifications

• Proficiency with a ticketing technology platform, e.g., HelpScout or Zendesk preferred
• Resourcefulness: you’ll figure out what needs to be done and find ways to make it happen
• A passion for problem solving with curiosity and humility to ask for assistance
• A sense of urgency and ability to prioritize issues based on severity, with satisfaction from going above and beyond to provide solutions
• Ability to work remotely and desire to make an impact at an industry leader in subscription payments
• Ability to identify trends and take a proactive approach when reporting potential incidents
• A strong and responsive communicator, with excellent customer service and English fluency (written and spoken)
• A team-oriented attitude with a polite, patient, calm and professional demeanor
• Basic knowledge of HTML, CSS, JavaScript (knowledge of other programming languages is a plus)
• Experience using Splunk, SQL, Looker or similar tools
• Ability and willingness to work flexible shifts
• 2+ years of experience in technical customer support at a SaaS company or similar

Compensation

Recharge’s compensation offerings are grounded in a pay-for-performance philosophy that recognizes exceptional individual and team performance. Salary ranges are designed to be competitive and aligned with country-specific practices, while individual compensation is determined by skills, qualifications, and experience. The compensation listed is not inclusive of any equity and benefits that might exist in your total compensation package. Hiring ranges: US $60,000-$67,000; Canada $65,000-$68,000.

Benefits

• Medical, dental and vision plans
• Retirement plan with employer contribution
• Flexible Time Off
• Paid Parental Leave
• Monthly remote life and merchant stipends

Recharge Payments is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to status as a protected veteran, disability, or other protected status. Recharge Payments prohibits any form of workplace harassment.

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