[Hiring] Technical Support Representative @Commerce

Role Description

As a Technical Customer Support Representative, you will be responsible for supporting, providing value to, and powering the growth of merchants using the world’s best, and most successful, eCommerce platform for growing businesses. You will educate customers on various platform features, troubleshoot technical issues, and enable merchants to sell more.

• Provide outstanding phone, email, and chat-based technical support to our customers in a fast-paced environment (expect up to 7.5 hours of talk/chat time a day)
• Provide extraordinary support to our ever-growing merchant base with your unsurpassed customer service and problem-solving capabilities
• Develop solutions and utilize standard operating procedures for improving customer satisfaction and creating lifelong promoters of our brand
• Communicate with the management team and developers to improve product functionality and resolve issues
• Decrease incoming volume by striving toward first contact resolution and proactively onboarding and advising customers on eCommerce best practices
• Assist customers with common billing, invoice, and account issues
• Utilize classroom, video, and self-paced training to stay ahead of product advancements and eCommerce best practices; utilize your knowledge to solve problems efficiently
• Display high levels of professionalism in recurring interactions with departments inside and outside of the CSS organization

Qualifications

• A work ethic that demonstrates dedication to the company, its mission, and the team; a desire to work in a culture of excellence
• Experience in a customer-facing, service-oriented role is required; experience in a phone, email, or chat-based technical support or customer service contact center preferred
• Exceptional ability to utilize self-service resources (internal guides, Google-fu, external service portals, etc) to find solutions is required
• Strong aptitude toward various web, eCommerce, and hosting technologies and how they work together
• Exceptional critical thinking and soft skills with a passion for getting every customer on the path to success using thoughtful solutions that best fit each situation
• Team player interested in growing and competing alongside some of the best technical support agents in the business; willingness to help and seek help from peers
• Exceptional written and verbal communication skills; an ability to communicate effectively with and deescalate frustrated or upset customers without taking it personally
• Ability to read or edit within at least one web language (HTML, CSS, Javascript, Jquery, etc), as well as a basic understanding of data structures, is preferred

Requirements

• We have a variety of schedules available and will include evenings, weekends, and holidays
• This description is intended to serve as a summary of key duties and responsibilities and may not contain a comprehensive list of activities.

Benefits

• Commerce is a remote-first company. For team members in Austin, Atlanta, and London, we offer optional collaborative workspaces for team gatherings, workshops, and in-person connection.
• The national base salary range for this role is $21.00 - $23.00.
• Final compensation will be determined based on factors such as relevant experience, skills, qualifications, and geographic location.
• This role may also be eligible for variable compensation (such as bonus or commission), equity, and benefits in accordance with local policies.

Inclusion and Belonging

At Commerce, we believe that celebrating the unique histories, perspectives, and abilities of every employee makes a difference for our company, our customers, and our community. We are an equal opportunity employer and the inclusive atmosphere we build together will make room for every person to contribute, grow, and thrive.