Technical Support Representative

November 20

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Commerce

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eCommerce • Artificial Intelligence • B2B

Commerce is a company that provides flexible, AI-driven solutions designed for next-generation commerce. It connects various tools and systems to drive growth and unlock data potential for businesses. With a focus on delivering seamless, personalized experiences at scale, Commerce supports businesses through tailored solutions and end-to-end services. Its platform includes offerings like BigCommerce, Feedonomics, and Makeswift, aimed at enabling innovation, optimizing data, and creating customizable digital experiences.

1001 - 5000 employees

🛍️ eCommerce

🤖 Artificial Intelligence

🤝 B2B

📋 Description

• Provide outstanding phone, email, and chat-based technical support to our customers in a fast-paced 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 onboarding and advising customers on eCommerce best practices • 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 in recurring interactions with departments inside and outside of the CSS organization

🎯 Requirements

• Experience in a customer-facing, service-oriented role is required; experience in a phone, email, or chat-based technical support or customer service contact center preferred • Exceptional ability to utilize self-service resources (internal guides, Google-fu, external service portals, etc) to find solutions is required • Strong aptitude toward various web, eCommerce, and hosting technologies and how they work together • Exceptional critical thinking and soft skills with a passion for getting every customer on the path to success using thoughtful solutions that best fit each situation • Team player interested in growing and competing alongside some of the best technical support agents in the business; willingness to help and seek help from peers • Exceptional written and verbal communication skills; an ability to communicate effectively with and deescalate frustrated or upset customers without taking it personally • Ability to read or edit within at least one web language (HTML, CSS, Javascript, Jquery, etc), as well as a basic understanding of data structures, is preferred

🏖️ Benefits

• Health insurance • 401(k) matching • Flexible work hours • Paid time off • Remote work options