Key skills
ShopifySalesforceAtlassianJiraConfluenceCommunicationSales
About this role
Role Overview
- Take and respond to customer live queries in a timely and accurate way, via phone, email, and chat
- Identify customer needs, analyze situations, and formulate timely solutions to their issues to retain customer satisfaction
- Update internal databases with information about technical issues and useful discussions with customers
- Monitor customer complaints on all communication platforms to be able to address complaints accordingly
- Follow up with customers to ensure their technical issues are resolved
- Escalate customer concerns promptly as the need arises
- Take notes and file logs on each customer's queries to maintain a record of each call, ensuring all issues and requests are addressed in the long term
Requirements
- At least 1-3 years of relevant experience in Customer Service and Tech Support for eCommerce Accounts (for a seller or sales channel like Amazon, Shopify, Walmart, or eBay)
- Knows how to read logs, understand query and backend technicalities
- Familiarity with Order Management Software, Shipment Tracking systems , etc.
- Experience using help desk software and remote support tools
- Must have strong problem-solving skills, learning skills, and multitasking skills
- Solid Customer Service experience (inbound and outbound calls, live chats, and emails)
- Excellent English communication skills are a must (both oral and written)
- Experience in taking both inbound and outbound calls, technical support, troubleshooting, and live chats/email support
- Competency with Microsoft Office is required
- Willingness to work in our Sandy, UT office on a hybrid schedule
- Jira/Atlassian/Confluence/Salesforce experience is a bonus