Associate Technical Support Engineer

ReCharge Payments; United States; Remote; USD 64,000 - 68,000; Full time

Job summary

An innovative company is seeking a Technical Support Specialist to join their Customer Success team. In this role, you will provide world-class support to ecommerce merchants, troubleshooting issues and ensuring customer satisfaction. You will communicate effectively with both technical and non-technical users, utilizing your problem-solving skills to enhance the customer experience. This position offers the opportunity to work in a dynamic environment, contributing to the success of over 20,000 merchants. If you are passionate about customer service and eager to make a difference at a growing startup, this role is for you.

Benefits

Medical, dental and vision plans

Retirement plan with employer contribution

Qualifications

• 2+ years of experience in technical customer support at a SaaS company.
• Excellent customer service and English fluency (written and spoken).

Responsibilities

• Support customers via email, live chat, and phone calls.
• Identify patterns and recommend improvements for customer issues.

Skills

Technical Support

Customer Service

Problem Solving

Communication Skills

Resourcefulness

Tools

HelpScout

Zendesk

Job description

In a world where acquisition costs are skyrocketing, funding is scarce, and ecommerce merchants are forced to do more with less, the most innovative DTC brands understand that subscription strategy is business strategy.

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. Powering everything from no-code customer portals, personalized offers, and dynamic bundles, Recharge helps merchants seamlessly manage, grow, and delight their subscribers while reducing operating costs and churn. Today, Recharge powers more than 20,000 merchants serving 100 million subscribers, including brands such as Blueland, Hello Bello, LOLA, Chamberlain Coffee, and Bobbie—Recharge doesn’t just help you sell products, we help build buyer routines that last.

Recharge is recognized on the Technology Fast 500, awarded 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 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 a late PST shift and hours will be from 12pm or 1pm - 9pm or 10pm PST.

What you'll do

1. Live by and champion our core values: #accountability, #collaboration, #iteration, #details
2. Use your technical expertise and customer service skills to resolve questions and issues for our online merchants
3. Communicate clearly in writing to both technical and non-technical people
4. Communicate clearly in writing in a timely manner via live chat
5. Communicate clearly and effectively via phone with customers on the premium plan
6. Identify patterns, recommend improvements, and filter out unimportant issues
7. Contribute to the ongoing development of documentation and best practices
8. Assist with successful on-boarding of new customers

What you'll bring

1. Proficiency with a ticketing technology platform: i.e. HelpScout, Zendesk preferred
2. Resourcefulness: you'll figure out what needs to be done, and you find ways to make it happen
3. A passion for problem solving and the humility to ask for assistance
4. A sense of urgency and a satisfaction from going above and beyond to provide solutions
5. Ability to work remotely and desire to make an impact at a boot-strapped start-up
6. Excellent customer service and English fluency (written and spoken)
7. A ‘winning as a team’ attitude and a polite, patient, caring, calm and professional demeanor
8. Ability and desire to work flexible shifts
9. 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 range in the US: $64,000 USD - $67,500 USD

Hiring range in Canada: $65,000 CAD - $68,000 CAD

Benefits at a Glance:

• Medical, dental and vision plans
• Retirement plan with employer contribution

Recharge Payments is an equal opportunity employer. In addition to EEO being the law, it is a policy that is fully consistent with our principles. All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability, or other protected status such as race, religion, color, national origin, sex, sexual orientation, gender identity, genetic information, pregnancy or age. Recharge Payments prohibits any form of workplace harassment.