Technical / Customer Support Representative - $20/hr+ DOE
The ideal candidate for our TSR opportunity is friendly, tech savvy with a knack for problem solving, enthusiastic, and goes above and beyond for our customers.
You’ll be a great fit if you:
Love working 1 on 1 with our customers to answer a question or help them solve a problem
Have the ability to interpret customer requests and present them to internal teams for product improvements
Enjoy troubleshooting issues by digging in to files and resource documents
Thrive in a challenging, fast-paced, and upbeat environment that encourages growth
As a Technical Support Representative, you’ll provide accurate and timely support to our clients via multiple communication channels (phone, email, live chat). We’re looking for highly motivated individuals that want to impress customers with exceptional, immediate and personalized support communicated with sincerity and enthusiasm.
Responsible for the following:
An in-depth understanding of the CommerceHub SaaS platforms and business model
Handle inbound email, telephone and live chat inquiries related to our multiple platforms to include both website and integrated methods, and data files transmitted between CommerceHub and its partners
Sending outbound communications to supplier partners regarding file or communication failures between the supplier partner and CommerceHub
Accurately record customers’ issue(s) and actions taken (internal & external) in ticketing software and work towards a resolution
Achieve all departmental and individual performance goals
Complete all required training and follow applicable department policies and procedures. Training on additional platforms provided after successful completion of adjustment period.
Alert management to trends based on client feedback
Participate in on-call support rotation for after-hours coverage
Going above and beyond to resolve support issues for clients
Other duties as assigned
Successful candidates for the position must meet the following requirements:
Associate's degree in related field required; Bachelors preferred
Minimum 1 year computer/technical/call center customer service experience
Excellent communication (written and verbal), interpersonal and problem-solving skills
Ability to organize work and multi-task
Demonstrated ability to write in clear, concise, organized manner with appropriate level of detail
Experience with Windows computing environment, MS Office
Experience with Ticketing and CRM software preferred
Understanding of APIs, EDI, XML, Flat Files and AS2, SFTP, HTTP communication protocols a plus
Effective collaborator with proven process improvement skills
**Individuals who are bilingual in English/Spanish are highly desired.