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Role Description:


Provide great customer support responding to technical questions and concerns from customers. Resolve front-end Shopify integration or billing issues in a friendly, timely manner. Optimize and improve the customer support experience by proactively organizing and improving help articles and other customer touchpoints. An ideal candidate is self-guided, intellectually curious, efficient, and an independent learner.


Core Values


Exemplify these values as you perform this job:

  • Be Agile:  Embrace change as an opportunity to learn and grow 
  • Get Things Done:  Make decisions, prioritize and do the work without needing to be told each step in the process
  • Be Independent:  Have the self-discipline and drive to manage your time and get things done
  • Be Accountable:  Treat our business as if it were your business
  • Be a Great Communicator:  Communicate clearly so we can work efficiently
  • Be Cool.  Be Kind.  Be Easy to Work With:  Let appropriate emotion and feeling guide how we work together to accomplish our goals
 


Tasks

  • Be the voice of the brand to our customers in a professional manner. Be the voice of our customers to the team.
  • Proactively troubleshoot and resolve, basic and technical support issues Escalate to Development when needed
  • Resolve billing related issues (disputes/chargebacks/refunds)
  • Log feature requests in Jira
  • Deliver timely, comprehensive first replies & resolutions to customers
  • Responsible for overall desk management (tagging, creating workflows, following customer trends and reporting them back to the team, live chat during daily peak hours, etc).
  • Add small “how-to” articles & Frequently Asked Questions (FAQs) to support portal
  • Help on-board trial users and convert them to paid.
  • Creation of How-To and walkthrough videos of internal procedures
  • Create and manage the products Help Center by fine-tuning current help articles and creating new ones as the opportunity arises.
  • Resolve Shopify Theme customization request and escalate to development when needed.
 


Work Activities

  • Respond to customer concerns via online system utilizing Help Scout 
  • Test fixes as product improvements are made.
  • Utilize and update internal product documentation as issues are resolved
  • Other duties as assigned
 


Desired Qualifications:   

  • Education: AA or Technology Certificate
  • Degree or Formal Education: Technology-based training
  • 2+ years of related experience
  • HTML experience
  • Experience working in a remote entrepreneurial/startup environment
  • Experience with technical customer support
 


Tools and Technology:   

  • Support desk software familiarity
  • Phone support
  • Google Apps


 


Compensation varies with experience and qualifications. This job is remote / work from home starting at 20 hours a week and requires that you have a reliable internet connection and a computer with a webcam for video calls.


Background check will be conducted on the final candidate.

 

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