Remote Technical Support Specialist — E‑Commerce Platform

Commerce.com US, Inc.; United States; Remote; USD 26,000 - 29,000; Full time

Job summary

Commerce is seeking a Technical Customer Support Representative to assist merchants using the world’s leading eCommerce platform. You will educate customers on platform features, troubleshoot issues, and help merchants grow their business.

You will handle phone, email, and chat contacts, work in a fast-paced environment, and collaborate with product teams to resolve problems and improve user experience. Evening/weekend availability is required.

Qualifications

• Experience in a customer-facing, service-oriented role.
• Experience in phone, email, or chat-based technical support.
• Ability to read or edit HTML/CSS/JavaScript.

Responsibilities

• Provide outstanding phone, email, and chat-based technical support to our customers in a fast-paced environment.
• Provide extraordinary support to our merchant base with problem solving capabilities.
• Develop solutions and utilize SOPs for improving customer satisfaction and creating promoters.
• Communicate with management and developers to improve product functionality and resolve issues.
• Aim for first contact resolution and onboard customers on eCommerce best practices.
• Assist customers with common billing, invoice, and account issues.
• Utilize training to stay ahead of product advancements and best practices.
• Maintain professionalism in interactions with internal and external teams.

Skills

Customer service

Technical support

Problem solving

Excellent communication

HTML/CSS/JS

Job description

Commerce is seeking a Technical Customer Support Representative to assist merchants using the world’s leading eCommerce platform. You will educate customers on platform features, troubleshoot issues, and help merchants grow their business.

You will handle phone, email, and chat contacts, work in a fast-paced environment, and collaborate with product teams to resolve problems and improve user experience. Evening/weekend availability is required.