Technical Support Representative - Remote

About the role

Welcome to the Agentic Commerce Era. At Commerce, our mission is to empower businesses to innovate, grow, and thrive with our open, AI-driven commerce ecosystem. We connect the tools and systems that power growth, enabling businesses to unlock the full potential of their data, deliver seamless and personalized experiences across every channel, and adapt swiftly to an ever-changing market.

Responsibilities

• 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
• Aid 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

Qualifications

• We have a variety of schedules available and will include evenings, weekends, and holidays
• (Pay Transparency Range - $19.00 - $21.00) The exact salary will be dependent on the successful candidate’s location, relevant knowledge, skills, and qualifications

Benefits

• Inclusion and Belonging: At Commerce, we celebrate the unique histories, perspectives, and abilities of every employee. We are an equal opportunity employer and strive to build an inclusive atmosphere where everyone feels valued and respected.
• Corporate Disclaimer: Commerce, along with many other employers, has become the subject of fraudulent job offers to hopeful prospective job seekers. Be advised that Commerce does not offer jobs to individuals who do not go through our formal hiring process. We will never request recruitment fees from candidates, solicit money to complete visa requirements as part of a job offer, or attempt to solicit money from you as part of the hiring process or as part of an employment offer.