Customer Support Specialist

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ThriveCart

Site WebLinkedInTous les Emplois

11 - 50 employés

Fondée en 2016

🛍️ eCommerce

☁️ SaaS

🤝 B2B

💰 Venture Round en 2023-01

eCommerce • SaaS • B2B

ThriveCart est une plateforme avancée de création de panier conçue pour renforcer les capacités de vente et de marketing des entreprises en ligne. Elle aide les utilisateurs à construire des pages panier à fort taux de conversion, des funnels, des campagnes d’affiliation et des cours en ligne. ThriveCart propose des outils pour créer des funnels d’upsell en un clic, des bump offers (order bumps), des périodes d’essai et des abonnements, afin d’augmenter les taux de conversion et le panier moyen. La solution s’intègre de manière transparente à vos outils métiers existants pour enrichir les fonctionnalités, et offre notamment le calcul de la TVA et des taxes de vente, ainsi que des metrics en temps réel pour de meilleurs insights business. La plateforme est plébiscitée par des milliers d’utilisateurs et a contribué à générer plus de 5 milliards de dollars de ventes. Elle s’adresse en particulier aux entreprises qui vendent en ligne, avec des fonctionnalités de gestion de l’affiliation, de création de cours, et de suivi et reporting détaillés des ventes.

Description

• Diagnose and troubleshoot a wide range of customer problems, from technical issues to complex usage questions, creating bug tickets on JIRA and ensuring timely and effective resolutions. • Deliver clear, concise, and professional communication to customers through various channels. • Work closely with cross-functional teams, including Engineering and Product, to resolve complex issues and suggest improvements. • Document and track all customer interactions and solutions in our support ticketing system with a high degree of accuracy. • Identify patterns in customer issues and recommend long-term solutions to enhance support processes and product functionality. • Contribute to the creation and improvement of knowledge base articles, ensuring resources are up-to-date and accurate. • Build trust and rapport with customers, maintaining a calm, empathetic, and solution-focused demeanor in all situations. • Proactively keep customers informed about the status of their issues and expected resolution times. • Actively incorporate the company’s core values into daily interactions, emphasizing teamwork and customer satisfaction. • Welcome and act on constructive feedback to continuously improve performance and alignment with organizational goals.

🎯 Exigences

• At least 3 years of working experience in the Customer Support/Customer Success/Technical support role • In-depth understanding of the company’s products, features, and common technical issues (having technical background is an added advantage) • Awareness of industry best practices to deliver informed solutions and improve customer satisfaction. • Strong verbal and written communication skills, with the ability to explain complex issues in a way that is clear and accessible to all customers. • Active listening skills, ensuring thorough understanding of customer concerns and accurate troubleshooting. • A solution-oriented mindset with the ability to remain patient and professional in high-stress scenarios. • Demonstrated empathy and the ability to build lasting customer relationships. • Proven ability to work collaboratively across teams, contributing insights and feedback to enhance products and services. • A proactive approach to sharing knowledge and improving team performance. • Skilled in identifying patterns and proposing improvements to streamline processes and enhance the customer experience. • Ability to balance immediate customer needs with mid-term problem-solving efforts. • Demonstrated success in handling escalated customer issues. • Experience mentoring or training team members. • Familiarity with CRM or ticketing tools, as well as a general understanding of support metrics and KPIs. • Experience supporting an e-commerce platform is an added advantage.

🏖️ Avantages

• Professional development opportunities • Flexible working hours