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Support Specialist


Full-TimeCustomer Support

We are: Shogun, a page builder and optimization platform for eCommerce stores. We have thousands of active users, and we’re backed by some awesome investors, including Y Combinator.


We are looking to add a Support Specialist to our highly-reviewed support team! As part of our team, you'll work with customers to answer their questions, guide them through learning our app, and help identify & resolve issues they may be experiencing with their pages.


Become a true pro at our app, then help users do the same. :)


Responsibilities:
  • New User Education: Welcome new users and provide thorough answers to questions that may arise as they learn the app.
  • Troubleshooting: Communicate with users to understand the issues they're experiencing, and provide updates in a friendly & timely manner.
  • Maintaining Coverage: Help our support team and users by covering certain “time blocks” during which you will be monitoring live chat and email for inbound messages from users
  • Case Escalation: Collaborate with Technical Support team members to escalate code-related threads or potential bugs.

Requirements:
  • 3+ years of experience doing customer support for a USA based tech company, ideally a software company.
  • Excellent communication and writing skills. Absolute fluency in English is required.
  • Have a great attitude and desire to help people :)
  • Flexibility with working odd hours on a set schedule (dependent on location)
  • Stable high-speed internet connection
  • Experience building a website with Wix, Squarespace, WordPress, Weebly, etc. is great!
  • Knowledge of Shopify is excellent!
  • Basic understanding of HTML and CSS is amazing :)

NOTE: This position is for a full time remote contractor position. We have a fully distributed global team.


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