Technical Customer Support Representative

3 days ago

Marikina City, National Capital Region, Philippines beBeeTechnical Full time $60,000 - $80,000
Technical Support Specialist

We are seeking a highly skilled and tech-savvy customer service agent to support our thriving online business.

This role demands exceptional leadership abilities, extensive experience in customer service management, and a solid understanding of e-commerce operations.

To be successful, you will need to have excellent problem-solving skills, the ability to multitask, and strong communication skills.

You will be responsible for providing prompt, professional, and effective support via email and chat.

Responsibilities:

  • Identify and resolve the root causes of systemic customer issues to prevent recurrence.
  • Deliver timely and accurate solutions to customer inquiries.
  • Troubleshoot and resolve technical and functional issues related to website performance, account management, subscriptions, orders, and payments.
  • Maintain a comprehensive understanding of products, services, and internal processes.
  • Oversee the entire order fulfillment process, ensuring precision, timeliness, and attention to detail.
  • Utilize tools such as Shopify, Recharge, Rebuy, and Gorgias CRM to manage customer inquiries and interactions effectively.
  • Contribute to the creation and enhancement of help center articles and FAQs to improve self-service options.
  • Stay informed about product updates, new features, and releases to provide accurate and up-to-date customer support.
  • Collaborate with cross-functional teams to align customer service and order fulfillment strategies.
  • Handle confidential information with the utmost care and discretion.
  • Maintain a positive, professional demeanor while managing customer interactions in a high-pressure environment.

Qualifications:

  • Bachelor's degree in Business Administration, Communications, or a related field.
  • Minimum of 5 years of experience in customer service management, preferably in an e-commerce or subscription-based environment.
  • Proven expertise in customer support, with a strong preference for e-commerce experience.
  • Exceptional technical aptitude with the ability to quickly adapt to new tools and technologies.
  • Proficiency in Shopify, Recharge, and Gorgias CRM (experience with subscription management platforms is highly preferred).
  • Advanced skills in Google Workspace (Docs, Sheets) and Microsoft Office Suite (Excel, Word, Outlook).
  • Experience leveraging data analytics tools to monitor performance and drive continuous improvement.
  • Strong problem-solving abilities and strategic thinking to address and resolve complex customer challenges.
  • A passion for delivering exceptional customer experiences and a commitment to customer satisfaction.
  • Demonstrated ability to work independently while fostering collaboration within a team.

Key Skills:

  • Customer Service Management
  • eCommerce Operations
  • Shopify
  • Gorgias CRM
  • Data Analytics
  • Problem-Solving

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