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Customer Support Specialist
Customer Support SpecialistVolusion • Austin, TX
Customer Support Specialist

Customer Support Specialist

Volusion • Austin, TX
[job_card.30_days_ago]
[job_preview.job_type]
  • [job_card.full_time]
[job_card.job_description]
COVID 19 UPDATE: Volusion responded to the pandemic by transitioning to a fully remote workforce in 2020 and 2021. As we continue to navigate our new normal, Volusion provides workplace flexibility for employees to work from home and in the office. During these unprecedented times Volusion continues to provide stability and growth opportunities to our employees and merchants alike. We are actively interviewing for key roles in order to meet our product roadmap goals; for the time being all interviews will be conducted virtually.
  • You must have a secure connection to the internet and be able to work from home using a company issued laptop during your shift
  • During this time ability to work autonomously will be very important
  • This is a full time position
  • Please read below for SHIFT AND COMPENSATION information
  • Volusion is located in Austin, TX. This position is a hybrid role, we are interested in candidates who would be able to work on site 2-3 days per week.
At Volusion, we make products that people love. Our teams are dedicated to providing SaaS commerce solutions and services for all business types, ranging from startups to large enterprises. If you are the kind of entrepreneur that loves working in teams, has a passion for driving positive change, and wants to change the world with your ideas, we want to hear from you. The rundown:
As a Customer Support Specialist, you will guide our merchants through any questions or challenges they may face with their online store. Every call, chat or ticket is an opportunity to educate our merchants on our industry leading ecommerce software. There are times when you won’t know the answer so we are looking for folks who are up for a challenge and are naturally curious. You will:
  • Respond to customer inquiries via phone, chat session or CRM ticket
  • Meet and exceed service level goals set for the Customer Experience team
  • Proactively communicate with customers to help them understand the inner workings of our products and services
  • Troubleshoot customer issues pertaining to product usage and configuration
  • Troubleshoot possible flaws with web-based software product
  • Learn so much about our ecommerce platform that you will be able to create and run your own store!
  • Keep it simple and move fast!
  • Have fun!
Shift/Hours:
  • During training (3 weeks) you will work Monday-Friday, 8am-5pm.
  • After training is complete you will be assigned to ONE of the following shifts:
  • M-F 10am-7pm M-F 8am-5pm M-F 11am-8pm M-F 9am-6pm
  • We will try to accommodate your first choice, but it is not guaranteed
Compensation:
  • Starting pay is $16.50 per hour . This is a full time position.
  • You have the opportunity to increase your pay once you are meeting baseline metrics for 90 consecutive days.
We are looking for someone with:
  • 1 year of recent call center experience
  • Proficient with internet and technology in general
  • Ability to communicate in a clear and logical fashion verbally and in writing
  • A passion for helping people
  • Superior patience and thoroughness
  • Ability to identify, prioritize and solve problems above merely answering questions
  • Ability to effectively solve complex problems and explain it in simple form
  • Understanding of DNS and Email
  • Some knowledge of HTML, CSS, and SQL
  • Knowledge of e-commerce
  • Entrepreneurial endeavors- if you’ve ever run your own business in any form or fashion that’s a plus!
Who is also the embodiment of our (we hope you are nodding your head in agreement as you browse through it!):
  • Humble: No sense of entitlement, grateful, unassuming, respectful of others
  • Effective: Accountable, delivers results on time, follows through to completion
  • Adaptable: Open to change, flexible, resilient, willing to fill any role
  • Transparent: Clear, candid and open communication integrity, conveys the right information at the right time
  • Collaborative: Works jointly and cooperatively; engages to evolve solutions, a team player
  • A founder: Perpetual learner, takes ownership, shows initiative, thinks holistically to solve for the customer

Benefits & Perks:

  • Competitive Compensation Packages
  • 401(k) with Company Matching
  • Medical, Dental, Vision, and Voluntary Life Insurance
  • Employee Assistance Program
  • Wellness Initiatives
  • Lifestyle Perk Stipend
  • Paid Parental Leave
  • Flexible Paid Time Off
  • Two Volunteer Days Off
  • Birthday Off
  • Remote Work Flexibility
  • Professional Development Opportunities for Career and Skills Advancement
  • Robust Peer Recognition Program
  • Virtual workshops, lunches, drawings, trivia, and celebrations for random days
  • Giving Back to the Community Initiatives
  • Quarterly Team Building Events
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Customer Support Specialist • Austin, TX

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