Customer Technical Support

A growing startup in the eCommerce solution for the jewelry industry is looking for customer technical support to rapidly grow with them.

Job Description:

As a Customer Support, you will be Innovative, problem-solving, and helping your customers succeed through exceptional service.

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

Knowledge/Skills:

• Onboarding 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.
• 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:

• 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.
• Strong skillset and love for tech-related challenges.
• Ability to plan your workday 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.
• Multi-tasking abilities.