Associate Technical Support Engineer

Who we are

Recharge is the subscription platform for the world’s fastest-growing and most innovative brands. Shopify’s premier subscription solution, Recharge is on a mission to build the future of commerce around customer retention.

Known for its relentless product innovation and focus on ease of use, Recharge helps merchants deliver seamless customer experiences that drive customer retention and revenue growth. The Recharge platform leverages data from over 100 million shoppers to help brands more successfully set up, manage, and grow their subscription businesses.

Recharge is a hands-on partner to over 20,000 brands globally — including quip, Dr. Squatch, Blueland, Estrid, Oats Overnight, Bobbie, and more.

Learn more at: getrecharge.com

In a Technical Support role for our Customer Success team, you are responsible for supporting our customers and delivering a world-class support experience. You work closely with store owners to answer questions, troubleshoot and resolve issues via live chat, email and occasional phone calls.

Please note, our Technical Support team works in shifts to provide 24/7 support to our merchants. This role will be a PST shift and hours will be from 8am-5pm PST with a 1 hour unpaid lunch.

What you’ll do

• Use your technical expertise and customer service skills to resolve questions and issues for our online merchants
• Communicate clearly in writing to both technical and non-technical people
• Use our “live chat first” approach to clearly answer questions, triage and gather context as needed, moving to email for any deeper investigations when necessary.
• Occasional outbound phone calls with customers when the issue requires quick context gathering
• Identify patterns, recommend improvements, filter out unimportant issues, troubleshoot
  
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