Technical Support Associate

Posted Dec 2

This is a fully remote position in the PST timezone

As a Technical Support Engineer at Recharge, you’ll be responsible for assisting our customers and delivering a world-class support experience. You’ll work closely with store owners to troubleshoot and resolve issues via email, chat, and occasional outbound phone calls.

What you'll do

• Live by and champion our values: #day-one, #ownership, #empathy, and #humility
• Use your technical aptitude and customer service skills to resolve questions and issues for our online merchants
• Communicate clearly in writing to both technical and non-technical people
• Document and build new tools to improve support flows
• Identify patterns, recommend improvements, and filter out unimportant issues
• Author documentation for our customer-facing Help Center
• Assist with successful on-boarding of new customers

What you'll bring

• 2+ years of experience in technical customer support (ideally at a SaaS company)
• Proficiency with a ticketing technology platform - HelpScout or 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 an excitement for a tricky problem or a new challenge
• A sense of urgency and a satisfaction from going above and beyond to provide solutions
• An exceptional eye for detail and excellent organizational and communication skills
• Ability to work remotely and desire to make an impact at a high growth company
• 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, and Javascript (knowledge of other programming languages a plus)

Misc Info For This Position:

Remote Mix: 100% Remote

Job Type: Full-Time

Regional Restrictions: Pacific Timezone (PST)

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