Technical Customer Service Representative
2 days ago
Our organization is seeking a highly skilled Technical Support Specialist to support our thriving eCommerce subscription business. This role demands exceptional leadership abilities, extensive experience in customer service management, and a solid understanding of eCommerce operations.
The ideal candidate will excel in both written and verbal communication, demonstrate strong problem-solving and strategic thinking skills, and thrive in a fast-paced environment while delivering high-level solutions to complex customer issues.
Responsibilities- Identify and resolve the root causes of systemic customer issues to prevent recurrence.
- Deliver prompt, professional, and effective support via email and chat.
- Troubleshoot and resolve technical and functional issues related to website performance, account management, subscriptions, orders, and payments.
- Maintain a comprehensive understanding of products and services.
- Oversee the entire order fulfillment process, ensuring precision, timeliness, and attention to detail.
- Utilize tools such as Shopify, Recharge, 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 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 care and discretion.
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 5 years of experience in customer service management, preferably in an eCommerce or subscription-based environment.
- Proven expertise in customer support, preferably in eCommerce.
- Exceptional technical aptitude with the ability to quickly adapt to new tools and technologies.
- Proficiency in Shopify, Recharge, and Gorgias CRM.
- Advanced skills in Google Workspace and Microsoft Office Suite.
- Experience leveraging data analytics tools to monitor performance and drive improvement.
- Strong problem-solving abilities and strategic thinking to address complex customer challenges.
- Competitive salary package.
- Opportunities for professional growth and development.
- Collaborative company culture focused on continuous learning and growth.
We are looking for individuals who share our passion for delivering exceptional customer experiences and solving complex problems. If you have the required skills and qualifications, we encourage you to apply for this exciting opportunity.
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