Customer Service Associate

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8 hours ago

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Helium 10

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eCommerce • SaaS • Marketing

Helium 10 is an all-in-one software platform designed to help Amazon and Walmart sellers optimize their e-commerce businesses. It provides a suite of over 30 tools to enhance product research, keyword discovery, listing optimization, and advertising strategies. Helium 10 enables sellers to make data-driven decisions, automate time-consuming tasks, manage inventory, and maximize profits. The platform is suitable for both new sellers and established businesses, offering insights and analytics to ensure a profitable e-commerce venture.

51 - 200 employees

Founded 2018

🛍️ eCommerce

☁️ SaaS

📋 Description

• Provide first-level contact and convey resolutions to customer issues. • Handle and resolve customer complaints or inquiries via email, chat, and other communication channels. • Identify, research, and resolve customer issues using the Helium 10 software suite. • Escalate complex problems to Tier 2 or other specialized Team support while managing customer expectations and communication effectively through all stages of the escalation process. • Offer feedback to internal teams, including Support, Product, and Engineering, on tooling, processes, and potential areas for improvement to enhance customer satisfaction. • Collaborate closely with Sales and Success teams to provide comprehensive support and ensure a unified customer service experience. • Conduct or participate in training sessions to enhance product knowledge and customer service skills.

🎯 Requirements

• Highly organized, detail-oriented, and capable of managing multiple tasks simultaneously. • Strong communication skills, both oral and written, with fluency in English. • A fast learner with a knack for efficiently understanding and solving customer issues. • A team player who thrives in a fast-paced, dynamic environment. • Dedicated to providing exceptional service and contributing to the success of the Helium 10 community. • Can work under pressure with minimal supervision. • At least six months of experience in customer support (email and chat). • Proficient in English, both oral and written. • Willing to work on a flexible schedule, including shift changes, weekends, and US and Philippine holidays. • Knowledge of e-commerce platforms and PPC advertising (preferred). • Familiarity with ticketing systems like Zendesk, Slack, or Jira (preferred). • Ability to use Microsoft Office and other relevant software. • Stable internet connection with a backup plan. • Laptop/PC with at least 8GB RAM and a processor equal to or better than Intel Core i5 or AMD A8 7600.

🏖️ Benefits

• Competitive salary of $3.65-$3.85 per hour with potential annual performance based increases • Work From Home • Annual contractor bonuses every December and a comprehensive benefits package include HMO for the contractor and immediate family (spouse and children) after three months • Sick leave and paid time off after three months • Maternity/Paternity leave (applicable after six months) • Internal training • Opportunities for personal and professional growth within a supportive team environment.