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