Recharge Payments - Santa Monica, California is hiring for Technical Support Engineer
In a Technical Support role for our Customer Success team, you are responsible for supporting our customers and delivering a world-class support experience. You work closely with store owners to troubleshoot and resolve issues via email, live chat, and occasional phone calls. Please note, our Technical Support team works in shifts to provide 24/7 support to our merchants. This role will be an PST shift and hours will be from 8am-5pm PST.
What youll do
Live by and champion our core values: #accountability, #collaboration, #iteration, #details 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 Communicate clearly in writing in a timely manner via live chat Communicate clearly and effectively via phone with customers on the premium plan Identify patterns, recommend improvements, and filter out unimportant issues Contribute to the ongoing development of documentation and best practices Assist with successful on-boarding of new customers
What youll bring
Proficiency with a ticketing technology platform: i.e. HelpScout, Zendesk preferred Resourcefulness: youll figure out what needs to be done, and you find ways to make it happen A passion for problem solving and the humility to ask for assistance A sense of urgency and a satisfaction from going above and beyond to provide solutions 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 demeanor Basic knowledge of HTML, CSS, Javascript (knowledge of other programming languages a plus) Ability and desire to work flexible shifts shifts 2+ years of experience in technical customer support at a SaaS company, or similar
Job Location
Remote, WFH, Anywhere
Work Experience
2 - 5 Year/s
Educational Qualification
B.Sc, BCA/BCS, B.E./B.Tech
Required Skill Set
Technical Support, IT Helpdesk, International Voice Process, Customer Support, Troubleshooting
About Us
In a world where acquisition costs are skyrocketing, funding is scarce, and ecommerce merchants are forced to do more with less, the most innovative DTC brands understand that subscription strategy is business strategy.
Recharge is simplifying retention and growth for innovative ecommerce brands. As the #1 subscription platform, Recharge is dedicated to empowering brands to easily set up and manage subscriptions, create dynamic experiences at every customer touchpoint, and continuously evaluate business performance. Powering everything from no-code customer portals, personalized offers, and dynamic bundles, Recharge helps merchants seamlessly manage, grow, and delight their subscribers while reducing operating costs and churn. Today, Recharge powers more than 20,000 merchants serving 100 million subscribers, including brands such as Blueland, Hello Bello, LOLA, Chamberlain Coffee, and Bobbie Recharge doesn t just help you sell products, we help build buyer routines that last.
Recharge is recognized on the Technology Fast 500, awarded by Deloitte, (3rd consecutive year) and is Great Place to Work Certified.
