Tier 1 Technical Support Agent

ReCharge Payments

Overview
With over 10,000 online merchants launching subscriptions and over 1,000,000 subscribers powered by ReCharge, we have a lot of store owners to support. Our mission to make repeat orders easier began five years ago as a bootstrapped startup and today we're at the forefront of recurring billing software with over 175 remote-first employees around the globe processing hundreds of millions of dollars in sales every month.
In a Tier 1 Technical Support role you’ll be responsible for supporting our merchants and delivering a world-class support experience. You’ll work closely with store owners to troubleshoot and resolve issues via email, chat, and phone calls. 
What You'll Do
  • Live by and champion our values: #ownership, #empathy, #simple-solutions.
  • Use your technical expertise 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 at a SaaS company
  • Proficiency with a ticketing technology platform: i.e. HelpScout, 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: 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 boot-strapped start-up
  • Excellent customer service and English fluency (written and spoken)
  • A ‘winning as a team’ attitude and a polite, patient, caring, calm and professional demeanour 
  • Ability to work weekends occasionally 
Bonus Skills
  • Knowledge of front-end coding languages; html, css & js

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