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Technical Support Associate

Company: ReCharge Payments
Location: Santa Monica
Posted on: November 20, 2022

Job Description:

*This is a fully remote position in the PST timezone*
As a Technical Support Engineer at Recharge, you'll be responsible for assisting our customers and delivering a world-class support experience. You'll work closely with store owners to troubleshoot and resolve issues via email, chat, and occasional outbound phone calls.
What you'll do

  • Live by and champion our values: #day-one, #ownership, #empathy, and #humility
  • Use your technical aptitude 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 (ideally at a SaaS company)
    • Proficiency with a ticketing technology platform - HelpScout or 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 and 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 high growth company
    • 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, and Javascript (knowledge of other programming languages a plus)

Keywords: ReCharge Payments, Santa Monica , Technical Support Associate, IT / Software / Systems , Santa Monica, California

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