E-commerce Support Specialist

2 hours ago

San Fernando, Central Luzon, Philippines beBeeExpert Full time $50,000 - $70,000
About the Role

We are seeking a highly skilled Merchant Support Professional to deliver exceptional support to our e-commerce clients. As a key member of our customer-facing team, you will be responsible for providing timely and accurate solutions to customer inquiries, troubleshooting technical issues, and becoming an expert in our testing platform.

Your primary goal will be to provide best-in-class customer experiences by responding promptly to customer inquiries via email, Slack, and chat. You will also be responsible for identifying root causes of technical issues and offering effective solutions or escalating when necessary.

Key Responsibilities:
  • Customer Support: Respond to customer inquiries in a timely and accurate manner, ensuring a positive customer experience.
  • Troubleshooting: Identify and resolve technical issues efficiently, escalating when necessary.
  • Product Expertise: Develop in-depth knowledge of our testing platform to answer questions quickly and accurately.
  • Issue Management: Manage multiple customer conversations simultaneously, own follow-ups, and ensure all tickets are resolved in a timely manner.
  • Cross-Functional Collaboration: Work with internal teams on escalated or complex issues.
  • Insights Sharing: Analyze support trends and share insights with product, tech, and ops teams.
  • Knowledge Sharing: Contribute to internal documentation, training, and other knowledge-sharing initiatives.
Requirements:
  • Proven Experience: Merchant support, customer support, or a related role with a proven track record of success.
  • E-commerce Background: Proven experience in e-commerce, SaaS, or analytics.
  • Excellent Communication: Excellent communication and problem-solving skills, with the ability to think critically.
  • Adaptability: Comfortable wearing multiple hats and juggling priorities.
  • Technical Skills: Familiarity with tools like Tableau, Looker, SQL, or BI platforms is a plus.

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