Junior Tech Support

We are a growing startup that has already achieved the leading position in its niche working with dozens of top companies and recently became eBay Global Jewelry Category Partner. We are looking for passionate people who can utilize the opportunities and rapidly grow with us.

We provide A-to-Z management tools to jewelry and diamond brands, manufacturers, and eCommerce companies in the USA, UK, Israel, and India. The clients use our solutions to manage their growth on websites and external sales channels such as eBay, Etsy, Amazon, Shopify, and more.

JOB DESCRIPTION:

As a Customer Support team member, you will be forging the path for the digital jewelry industry. Innovating, problem-solving, and helping your customers succeed through exceptional service will lead the way.

We have a high-touch approach with our clients, so you'll lead every company through the adoption period and continue to help them afterwards. Video calls, emails, and instant messengers - every way to make our customers happy and successful.

As part of our team, you'll learn top insights about jewelry eCommerce to become a rare expert in this industry. Put in the effort, nail tech tasks, chat smoothly with clients – and you'll see endless chances to grow within the company!

KNOWLEDGE, SKILLS, ABILITIES, AND MOTIVATION TO:

- Successfully onboard new customers, help set up their accounts, troubleshoot issues, and ensure they are getting the most out of our platform.

- Respond to customer queries promptly and accurately, via phone, email, or chat.

- Identify customer needs and help customers use specific features.

- Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users).

- Update and engage customers with new features and functionalities.

- Gather customer feedback and share it with our Product, Sales, and Marketing teams.

- Maintain product documentation and the solution center.

- Structure the knowledge and polish work processes.

PROFESSIONAL QUALIFICATIONS:

- At least 1 year of experience as a Technical Support Specialist or similar Customer Support role, providing continuous support to B2B / corporate clients.

- Tech-savvy – words like eBay, Amazon, Shopify, WooCommerce, ERP, CRM, API, XML should become your native language.

- Experience using ERP/CRM/Back-office tools.

- Experience using help desk software and remote support tools.

- Supporting extensive software products – a plus.

- Experience in eCommerce - a plus.

- Knowledge of the Jewelry world – a plus.

- Previous experience on a Customer Success team – a plus.

PERSONAL TRAITS:

- Excellent communication skills in both writing and verbal English.

- 4-year college degree or comparable experience.

- Strong skillset and love for tech-related challenges.

- Ability to plan your work day and reach goals.

- A natural problem solver, who can think under pressure and flourishes in a fast-paced environment.

- An unwavering positive attitude and a love for helping others succeed.

- Ability to work in dynamic situations and manage them effectively.

- Professional and friendly demeanor.

• - Multi-tasking abilities.