Technical Customer Service Representative

Technical Customer Service Agent

We are seeking a highly skilled and tech-savvy Technical Customer Service Agent to support our thriving eCommerce subscription business. This role demands exceptional leadership abilities, extensive experience in customer service management, and a solid understanding of eCommerce operations. The ideal candidate will excel in both written and verbal English communication, demonstrate strong problem-solving and strategic thinking skills, and thrive in a fast-paced environment while delivering high-level solutions to complex customer issues.

As the primary point of contact for our valued subscribers, you will play a crucial role in providing outstanding support, resolving technical issues related to subscriptions and our website, and proactively addressing the root causes of recurring problems to enhance the customer experience.

Responsibilities

• Identify and resolve the root causes of systemic customer issues to prevent recurrence.
• Deliver prompt, professional, and effective support via email and chat.
• Troubleshoot and resolve technical and functional issues related to website performance, account management, subscriptions, orders, and payments.
• Maintain a comprehensive understanding of products, services, and internal processes.
• Oversee the entire order fulfillment process, ensuring precision, timeliness, and attention to detail.
• Utilize tools such as Shopify, Recharge, Rebuy, and Gorgias CRM to manage customer inquiries and interactions effectively.
• Contribute to the creation and enhancement of help center articles and FAQs to improve self-service options.
• Stay informed about product updates, new features, and releases to provide accurate and up-to-date customer support.
• Collaborate with cross-functional teams to align customer service and order fulfillment strategies.
• Handle confidential information with the utmost care and discretion.
• Maintain a positive, professional demeanor while managing customer interactions in a high-pressure environment.