Associate Technical Support Engineer

Overview

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 troubleshoot and resolve issues via email live chat and occasional phone calls.

Please note: this role is a remote contract role based in Australia and will have a scheduled shift of Tuesday-Saturday 9am-5pm AEST.

What you'll do

• Live by and champion our core values: #accountability #collaboration #iterate #details

• 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

• Communicate clearly in writing in a timely manner via live chat

• Communicate clearly and effectively via phone with customers on the premium plan

• Identify patterns recommend improvements and filter out unimportant issues

• Contribute to the ongoing development of documentation and best practices

• Assist with successful on-boarding of new customers

What you'll bring

• Proficiency with a ticketing technology platform: i.e. HelpScout Zendesk preferred

• Resourcefulness: you'll figure out what needs to be done and you find ways to make it happen

• A passion for problem solving and the humility to ask for assistance

• A sense of urgency and a satisfaction from going above and beyond to provide solutions

• Ability to work remotely and desire to make an impact at a boot-strapped start-up

• Excellent customer service and English fluency (written and spoken)

• A ‘winning as a team’ attitude and a polite patient caring calm and professional demeanor

• Basic knowledge of HTML CSS Javascript (knowledge of other programming languages a plus

• Ability and desire to work flexible shifts shifts

• 2+ years of experience in technical customer support at a SaaS company or similar