Job Description
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 answer questions, troubleshoot and resolve issues via live chat, email and occasional phone calls. Please note, our Technical Support team works in shifts to provide 24/7 support to our merchants. This role is aligned to our EST support team or PST support team. We are looking for candidates who are able to work from 8am-5pm EST, 8am-5pm PST, or 12pm-9pm PST.
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. Use our “live chat first” approach to clearly answer questions, triage and gather context as needed, moving to email for any deeper investigations when necessary. Occasional outbound phone calls with customers when the issue requires quick context gathering. Identify patterns, recommend improvements, filter out unimportant issues, troubleshoot and escalate bugs to engineering. Contribute to the ongoing development of documentation and best practices. Be a Recharge expert for our merchants to help them grow by knowing the product well and staying up to date with the new releases. Collaborate with teammates in our swarm support model to resolve issues in a timely manner. Contribute to achieving individual, team, and company goals. Live by and champion our values: Accountability, Collaboration, Iteration and Details.
About Recharge Payments
Recharge simplifies retention and growth for innovative ecommerce brands, empowering them to easily set up and manage subscriptions and create dynamic experiences.