Customer Success Specialist


GemPages, a page builder and optimization platform for eCommerce stores. We have over 10,000 active paying clients, and we're preparing to launch a new product in 2020.Our website: https://gempages.netOur App Store: are looking to add a Support Specialist to our highly-reviewed support team! As part of our team, you'll work with customers to answer their questions, guide them through learning our app, and help identify & resolve issues they may be experiencing with their pages.Become a true pro at our app, then help users do the same! :)Working Hours...The person in this role will primarily be covering North American business hours. The highest demand in our support volume is between 8am-10pm EST. We are looking for remote team members who are willing to work shifts during these hours.In this role you will...* Provide New User Education: Welcome new users and deliver thorough answers to questions that may arise as they learn the app* Troubleshoot: Communicate with users to understand the issues they're experiencing, and give updates in a friendly & timely manner.* Maintain Coverage: Help our support team and users by covering certain “time blocks” during which you will be monitoring live chat and email for inbound messages from users* Conduct Case Escalation: Collaborate with Technical Support team members to escalate code-related threads or potential bugs.You Have...* 3+ years of experience doing customer support for a USA based tech company, ideally a software * company.* Fluency in the English language; demonstrated in communication and writing skills.* Flexibility with working odd hours on a set schedule (dependent on location).* A stable, high-speed internet connection.Nice-to-Have...Experience building a website with Wix, Squarespace, WordPress, Weebly, etc.Working knowledge of ShopifyBasic understanding of HTML and CSSA great attitude and desire to help people :)We OfferCompetitive compensationA highly skilled and dedicated team that is fun to work with.Remote work – We are a fully distributed team that works from anywhere with good internet.Our ValuesWork in the open: Operate with high integrity and choose what's right over what's easy. Be transparent as a company and with each other.People are People: Treat yourself, colleagues, and customers with dignity, empathy, and respect. Start from a presumption of positive intent.Win and grow together: Strive to be the best, individually and as a team. Support and encourage each other. Seek opportunities for growth.
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