Technical Support Representative - Remote

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

Welcome to the Agentic Commerce Era At Commerce, our mission is to empower businesses to innovate, grow, and thrive with our open, AI-driven commerce ecosystem. As the parent company of BigCommerce, Feedonomics, and Makeswift, we connect the tools and systems that power growth, enabling businesses to unlock the full potential of their data, deliver seamless and personalized experiences across every channel, and adapt swiftly to an ever-changing market. Simply said, we help businesses confidently solve complex commerce challenges so they can build smarter, adapt faster, and grow on their own terms. If you want to be part of a team of bold builders, sharp thinkers, and technical trailblazers, working together to shape the future of commerce, this is the place for you. As a Technical Customer Support Representative, you will be responsible for supporting, providing value to, and powering the growth of merchants using the world’s best, and most successful, eCommerce platform for growing businesses. You will educate customers on various platform features, troubleshoot technical issues, and enable merchants to sell more.

What You'll Do:

• Provide outstanding phone, email, and chat-based technical support to our customers in a fast-paced environment (expect up to 7.5 hours of talk/chat time a day).
• Provide extraordinary support to our ever-growing merchant base with your unsurpassed customer service and problem solving capabilities.
• Develop solutions and utilize standard operating procedures for improving customer satisfaction and creating lifelong promoters of our brand.
• Communicate with the management team and developers to improve product functionality and resolve issues.
• Decrease incoming volume by striving toward first contact resolution and proactively onboarding and advising customers on eCommerce best practices.
• Assist customers with common billing, invoice, and account issues.
• Utilize classroom, video, and self-paced training to stay ahead of product advancements and eCommerce best practices; utilize your knowledge to solve problems efficiently.
• Display high levels of professionalism in recurring interactions with departments inside and outside of the CSS organization.

Who You Are:

• A work ethic that demonstrates dedication to the company, its mission, and the team.
• A desire to work in a culture of excellence.
• Experience in a customer-facing, service-oriented role is required.
• Experience in a phone, email, or chat-based technical support or customer service contact center preferred.
• Exceptional ability to utilize self-service resources (internal guides, Google-fu, external service portals, etc) to find solutions is required.
• Strong aptitude toward various web, eCommerce, and hosting technologies and how they work together.
• Exceptional critical thinking and soft skills with a passion for getting every customer on the path to success using thoughtful solutions that best fit each situation.
• Team player interested in growing and competing alongside some of the best technical support agents in the business; willingness to help and seek help from peers.
• Exceptional written and verbal communication skills; an ability to communicate effectively with and deescalate frustrated or upset customers without taking it personally.
• Ability to read or edit within at least one web language (HTML, CSS, Javascript, Jquery, etc), as well as a basic understanding of data structures, is preferred.

Additional Requirements: We have a variety of schedules available and will include evenings, weekends, and holidays

Inclusion and Belonging

At Commerce, we believe that celebrating the unique histories, perspectives and abilities of every employee makes a difference for our company, our customers and our community. We are an equal opportunity employer and the inclusive atmosphere we build together will make room for every person to contribute, grow and thrive. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the interview process, to perform essential job functions and to receive other benefits and privileges of employment. If you need an accommodation in order to interview at Commerce, please let us know during any of your interactions with our recruiting team.

Learn more about the Commerce team, culture and benefits at https://www.commerce.com/careers/

Pay Transparency Range - $19.00 - $21.00

The exact salary will be dependent on the successful candidate’s location, relevant knowledge, skills, and qualifications.