Associate Technical Support Engineer

ReCharge Payments; United States; Remote; USD 60,000 - 67,000; Full time

Job summary

Recharge Payments is seeking a Technical Support representative to join the Customer Success team. This role involves providing exceptional support to our ecommerce merchants, troubleshooting issues, and contributing to documentation. Ideal candidates are resourceful problem solvers with strong communication skills and a passion for customer service.

Benefits

Medical, dental and vision plans

Retirement plan with employer contribution

Qualifications

• Proficiency with ticketing technology platforms.
• Strong communication skills in English, both written and spoken.
• Ability to work flexible shifts.

Responsibilities

• Resolve questions and issues for online merchants.
• Communicate clearly with technical and non-technical users.
• Identify patterns and report potential incidents.

Skills

Problem solving

Customer service

Communication

Resourcefulness

Education

2+ years of experience in technical customer support

Tools

HelpScout

Zendesk

Splunk

SQL

Looker

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 answer questions, troubleshoot and resolve issues via live chat, email 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-9pm PST with an unpaid lunch.

What you’ll do

• 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 our “live chat first” approach to clearly answer questions, triage and gather context as needed, moving to email for any deeper investigations when necessary.
• Occasional outbound phone calls with customers when the issue requires quick context gathering
• 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 the 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
  
  

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 curiosity and humility to ask for assistance
• A sense of urgency and ability to prioritize issues based on severity, with a 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 ‘winning as a team’ attitude and a polite, patient, caring, calm and professional demeanor
• Use Splunk, SQL, Looker, other tools
• Ability and desire 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 teamperformance. 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

$60,000 USD - $67,000 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.

Transparency in Coverage

This link leads to the Anthem Blue Cross machine-readable files that are made available in response to the federal Transparency in Coverage Rule and includes network negotiated rates for all items and services; allowed amounts for OON items, services and prescription drugs; and negotiated rates and historical prices for network prescription drugs (delayed). EIN 80-6245138. Thislink leads to the Kaiser machine-readable files.

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