Technical Customer Service Specialist
2 days ago
This role requires a highly skilled professional to support our growing eCommerce subscription business. The ideal candidate will have extensive experience in customer service management, exceptional technical aptitude, and excellent communication skills.
We are seeking an individual who can identify and resolve complex customer issues, provide prompt and professional support via email and chat, and maintain a comprehensive understanding of products, services, and internal processes.
The successful candidate will have a strong preference for eCommerce experience, expertise in tools such as Shopify, Recharge, and Gorgias CRM, and advanced skills in Google Workspace and Microsoft Office Suite.
Responsibilities- Identify and resolve 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, services, and internal processes.
- 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, 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.
- 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, with a strong preference for eCommerce 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.
- Competitive salary package.
- Work remotely in a dynamic, fast-paced, and supportive environment.
- Opportunities for professional growth, including potential promotion to a strategic leadership position.
- Collaborative and inclusive company culture focused on continuous learning and development.
We encourage you to apply if you have a passion for delivering exceptional customer experiences, solving complex problems, and contributing to a growing eCommerce subscription business.
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