Associate Technical Support Engineer
Role Overview
As an Associate Technical Support Engineer at Recharge, you will provide world-class support to online merchants by resolving technical questions and issues via live chat, email, and occasional phone calls. This junior-level role involves troubleshooting, triaging, and identifying patterns to improve customer experience, working closely with store owners to ensure seamless subscription management. You'll be part of a Customer Success team that operates in shifts to deliver 24/7 support, focusing on enhancing customer retention and revenue growth for brands.
Perks & Benefits
This role is fully remote, offering flexibility to work from anywhere, with a PST shift schedule from 8am to 5pm PST including a 1-hour unpaid lunch. You'll join a dynamic team that values hands-on partnership and innovation, providing opportunities for career growth in technical support and customer success. The company emphasizes a 'live chat first' approach, fostering a collaborative and responsive work culture, with typical tech job benefits like professional development and a focus on work-life balance implied.
Full Job Description
Who we areRecharge is the subscription platform for the world’s fastest-growing and most innovative brands. Shopify’s premier subscription solution, Recharge is on a mission to build the future of commerce around customer retention.Known for its relentless product innovation and focus on ease of use, Recharge helps merchants deliver seamless customer experiences that drive customer retention and revenue growth. The Recharge platform leverages data from over 100 million shoppers to help brands more successfully set up, manage, and grow their subscription businesses.Recharge is a hands-on partner to over 20,000 brands globally — including quip, Dr. Squatch, Blueland, Estrid, Oats Overnight, Bobbie, and more.Learn more at: getrecharge.comIn a Technical Support role for our Customer Success team, you are responsible for supporting our customers and delivering a world-class support experience. You work closely with store owners to answer questions, troubleshoot and resolve issues via live chat, email and occasional phone calls.Please note, our Technical Support team works in shifts to provide 24/7 support to our merchants. This role will be a PST shift and hours will be from 8am-5pm PST with a 1 hour unpaid lunch.What you’ll doUse your technical expertise and customer service skills to resolve questions and issues for our online merchantsCommunicate clearly in writing to both technical and non-technical peopleUse our “live chat first” approach to clearly answer questions, triage and gather context as needed, moving to email for any deeper investigations when necessary.Occasional outbound phone calls with customers when the issue requires quick context gatheringIdentify patterns, recommend improvements, filter out unimportant issues, troubleshootPlease mention the word **UNBIASED** and tag RODguMTk4Ljk5LjE0Mw== when applying to show you read the job post completely (#RODguMTk4Ljk5LjE0Mw==). This is a beta feature to avoid spam applicants. Companies can search these words to find applicants that read this and see they're human.
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