Technical Support Representative - Remote

Commerce
United States
Workplace: RemoteFull timeUSD 19 - 21 hourlyFunction: Customer Support (Service Desk)Skills: ["Customer service","Communication","Problem-solving","Teamwork","Critical thinking"]

Technical Support Representative provides phone, email, and chat-based support to ecommerce merchants, troubleshooting issues, guiding users through platform features, and ensuring first-contact resolution through strong customer service and problem-solving. You’ll work with management and developers to improve product functionality, and use self-service resources to empower customers while handling billing and account inquiries in a remote, fast-paced environment.

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FursaFursa
Commerce
Commerce
8 months ago

Technical Support Representative - Remote

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 11 hours agoStatus: Live

Job Summary

Technical Support Representative provides phone, email, and chat-based support to ecommerce merchants, troubleshooting issues, guiding users through platform features, and ensuring first-contact resolution through strong customer service and problem-solving. You’ll work with management and developers to improve product functionality, and use self-service resources to empower customers while handling billing and account inquiries in a remote, fast-paced environment.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Provide outstanding phone, email, and chat-based technical support to customers in a fast-paced ecommerce environment, handling up to 7.5 hours of talk/chat time daily
  • •Deliver exceptional customer service and problem-solving to a growing merchant base
  • •Develop solutions and SOPs to improve customer satisfaction and turn customers into lifelong promoters of the brand
  • •Collaborate with management and developers to improve product functionality and resolve issues
  • •Strive for first contact resolution and proactively onboard and advise customers on ecommerce best practices while reducing incoming volume

Pay and Benefits

Salary: USD 19 - 21 hourly

Key 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 to find solutions
  • •Strong aptitude toward various web, eCommerce, and hosting technologies and how they work together
  • •Exceptional written and verbal communication skills; an ability to deescalate frustrated or upset customers
  • •Ability to read or edit within at least one web language (HTML, CSS, Javascript, Jquery) or basic understanding of data structures is preferred
Experience:EcommerceHosting technologiesOpen ecommerce ecosystem
Skills:Customer serviceCommunicationProblem-solvingTeamworkCritical thinking
Languages:English
Tech Stack:HTMLCSSJavaScriptJQuery

Company Brief

Commerce
Provides a SaaS e-commerce platform enabling retailers and brands to build, run, and scale online stores with customizable storefronts, integrations, and omnichannel selling tools.
Industry: SaaS
Company Size: Enterprise (1,001+ employees)
Revenue: USD 100M to 250M
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Austin, United States
Founded: 2009
WebsiteLinkedIn