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Job Description
- Provide outstanding phone, email, web chat based technical and account services support to our customers
- 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 pro-actively on-boarding and advising customers on E-commerce best practices
- Escalate unresolved issues as required while maintaining ownership of issues through resolution
- Assist customers with common billing, invoice, and account issues
- Utilize classroom, video, and self-paced training to stay ahead of product advancements and E-commerce best practices; utilize your knowledge to solve problems efficiently
- Display high levels of professionalism and recurring interactions with departments inside and outside of the Client Success organization
Job Requirements
- A work ethic that demonstrates dedication to the company, its mission, personal pride, and the team
- 12+ months experience in a phone, email, web chat based technical support or customer consulting position, in a fast paced environment preferred
- E-commerce experience is a must
- Exceptional critical thinking and soft skills with experience in deescalating difficult customers
- Strong technical skill-set including HTML/CSS and an understanding of E-commerce and web technologies (DNS, SSL, SEO, Google Analytics, etc) and how they all work together preferred
- A strong understanding of the various components within web applications, including page layouts and basic data structures, and how they work together
- A passion for WOWing customers and providing often unique solutions to best fit each customer's situation
- Dedicated team player interested in growing and competing alongside some of the best tech support agents in the business, willingness to help others grow and seek help from peers to maximize potential
- Excellent written communication skills for documenting calls and platform issues as well as excellent verbal communication and the ability to deal with frustrated clients without taking it personal, and strong customer relationship skills
- Ability to type 30 WPM or greater with both languages Arabic & English
- Must be flexible to shift work and occasional overtime in a 24x7, 365 environment.
