Technical Support Representative
2 weeks ago
Provide outstanding phone, email, and chat based technical and account services support to our customers in a fast-paced 24x7 environment (expect up to 7.5 hours of talk/chat time a day).
Provide extraordinary support to our ever-growing merchant base with your unsurpassed customer service and problem solving capabilities.
Develop solutions and utilize standard operating procedures for improving customer satisfaction and creating lifelong promoters of our brand.
Communicate with the management team and developers to improve product functionality and resolve issues.
Decrease incoming volume by striving toward first contact resolution and proactively on-boarding and advising customers on eCommerce best practices.
Escalate unresolved issues as required while maintaining ownership of issues through resolution.
Assist customers with common billing, invoice, and account issues.
Utilize classroom, video, and self-paced training to stay ahead of product advancements and eCommerce best practices; utilize your knowledge to solve problems efficiently.
Display high levels of professionalism and recurring interactions with departments inside and outside of the Client Success organization.