Customer Service Representative
Role Overview
As a Customer Service Representative at Solid Commerce, you will handle daily support tasks like answering tickets, live chats, and phone calls to troubleshoot platform issues and guide customers through setup and training. This junior to mid-level role involves collaborating with sales, product, and support teams to ensure client success and escalate technical problems as needed. You will directly impact customer satisfaction and product development by capturing feedback and sharing knowledge within the team.
Perks & Benefits
This role offers a fully remote setup with a worldwide location, implying flexible time zone arrangements. The company fosters a collaborative and innovative culture that values integrity, courage, and enthusiasm, with a focus on nurturing team members' growth and careers. You can expect opportunities for skill development and internal learning, supported by a dynamic team environment that encourages idea sharing and feedback.
Full Job Description
Headquarters: US URL: https://www.solidcommerce.com/
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
To apply: https://weworkremotely.com/remote-jobs/solid-commerce-customer-service-representative-2
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