Technical Support Engineer

Overview

In a Technical Support role for our Services 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 Ireland.

What you'll do

• Live by and champion our core values: #accountability, #collaboration, #iteration, #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 ...