Our Services & Support Culture:
• We are a team of dedicated, creative, and highly collaborative innovators who prize
integrity, courage, and enthusiasm
• Every member of our Services & Support team is a key player, and every customer’s
success is our goal
• We believe in nurturing team members and encouraging them to grow their skills, talents,
and careers
• We love people who share their ideas, and who are open to suggestions/feedback. We are
always learning from one another and are looking for someone who appreciates this
dynamic.
What You'll Do:
• Answer support tickets, live chats, phone calls, or emails from merchants.
• Troubleshoot issues related to the platform (e.g., product uploads, errors, integration
errors)
• Guide customers through setup of marketplaces or training of platform via support tickets,
or Microsoft Teams screenshare meetings.
• Provide the customer with an understanding of the resources available to help them
achieve their sales goals
• Escalate technical problems to higher-tier support or engineers.
• Effectively work alongside other departments - including sales, product, and support - to
ensure client success and that all work is carried out in a timely and accurate manner
• Capture client feedback and be the voice of the customer internally to impact processes
and product development
• Be an agent of change by sharing your knowledge, tools, and techniques with the team
Skills & Requirements:
• Previous experience in retail, online retail or marketplace (Amazon, eBay, etc.) selling
• Experience delivering and supporting a SaaS solution is strongly preferred
• Ability to quickly learn new technologies and processes
• Excellent client-facing and internal communication skills
• Excellent written and verbal communication skills
• A strong customer service orientation and the ability to form long-term customer
relationships
• Proficiency using Excel and MS Office applications
• Self-starting attitude and passion for succeeding, while also being a team player and role
model to other team members
• 1-2 years of relevant work experience
Nice to Have:
• Experience with CRM
• Experience with Zendesk
• Experience with JIRA