Support Agent for eCommerce SaaS

We are looking for a Support Agent for eCommerce SaaS.

We want a team player that can handle remote work and all the challenges that come with it.

We want a fast learner that can get up to speed with our products and can continuously grow his technology prowess.

Responsibilities

Performing Support Agent duties for eCommerce SaaS
Communication with Leads and Customers across multiple platforms such as Help Desk, email, social media
Troubleshooting the issues our clients experience and solving them or escalating them further to the rest of the team
Be the first contact point for many customers, setting the foundation for long-term customer relationship
Accurately record the solutions provided to the customer and tagging the topic of the issue faced in the conversation accordingly for future reference
Daily miscellaneous tasks related to the position of a Support Agent

Excellent written and verbal English skills
Excellent communication and listening skills
Must be able to communicate effectively with the rest of the team, but also to listen to customers’ wants and needs
Interest and adaptability to new technologies
Must be able to get onboarded fast.
Understanding the exact issue or inquiry the customer is coming to you with represents the foundation of this job position.
Ability to suggest solutions or know where and how to look for them are instrumental in this industry
Self dependence
The work is done remotely. Ability to think critically and troubleshoot the issue before escalating it to the rest of the team separates a bad Support Agent from an excellent one
Multi tasking
It’s rare for Support Agents to be just dealing with one issue or a task, the ability to divide your attention to daily tasks, new issues and assignments all within your shift will make you an invaluable addition to the team
Ecommerce background
We’d love to find people who have experience in supporting ecommerc businesses or ecommerce focused SaaS.
Also, any experience in selling on Amazon or eBay, or have worked in (or used) e-commerce products and tools like Bigcommerce, Shopify, ShipStation, Alloy, Paragon, will be considered as a big plus
Any technical, skills with HTML, CSS or the ability to read through a JSON or XML file should be highlighted.