Website Ship Bob
Job Category: Permanent Work From Home – Full Time
Advertised On: 2nd July 2022
Role Description:
- We are seeking a Merchant Support Technical/Integration Specialist to provide our merchants with the guidance and education needed to become successful with our custom-built ecommerce fulfilment software.
- You will be responsible for understanding how our software and integrations work to be able to deliver that same knowledge to our merchants in more layperson’s terms. You will work closely with our Merchant Experience and Product/Engineering teams.
What You’ll Do:
- Ensure merchant satisfaction with technical support experience.
- Assist our Merchant Success team with merchant’s quarterly business reviews.
- Work closely with our product/tech teams to resolve potential issues.
- Redirecting non-tech support inquiries to appropriate personnel.
- Ensure adherence to our Company’s target service level agreements.
- Guide customers through product upgrades and installations and provide product overviews.
- Serve as the first point of contact for customers seeking technical assistance over phone, email, chat, and other communication mediums.
- Utilize all available SOPs, tools/ software and resources to ensure an exceptional merchant experience on every interaction. Maintain in-depth knowledge of our software and our product updates.
- Develop and maintain solid relationships with the product/tech team to resolve potential technical issues.
- Regular follow-up on all the cases to ensure complete and timely resolution. Must be very effective in providing customer service by providing resolution to their complicated queries and issues.
- Manage multiple applications and resources including contact management systems and knowledge bases.
- Communicate quickly and effectively to internal and external stakeholders.
- Provide feedback and business insights to leadership and program teams regarding processes and trends impacting the merchant experience.
- Must efficiently set goals and work on to avoid any escalations and maintain the relevancy and quality while providing service to the merchants.
- Facilitates real-time discussions with necessary stakeholders.
What you’ll bring to the table:
- At least 3 years of merchant/customer support experience and experience working in a technical support environment.
- BCA (Bachelor of Computer Application), Engineering or related field.
- MCA (Master of Computer Application), will be an added advantage.
- Excellent communication skills. Fluent in the English language (Versant Level 5).
- Ability to solve problems independently while collaborating with other team members.
- Sound aptitude and interest of the software, with the ability to learn new concepts quickly and independently.
- Strategic problem solving: use of SOPs/ software and all available tools and resources to inform and support critical decisions and creative solutions on behalf of our merchants.
- Ability to prioritize and troubleshoot problems and find speedy resolutions in high-pressure, time sensitive situations.
- A highly motivated self-starter with an eagerness to learn and grow.
- Excellent written and verbal communication skills, including the ability to express yourself with confidence.
Reports to: Senior Merchant Care Manager
We recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job. If your experience is close to what you see listed here, please still consider applying. Diversity of experience and skills combined with passion is a key to innovation and excellence; therefore, we encourage people from all backgrounds to apply to our positions.
About You:
- At ShipBob, we’re looking to bring on board people who embody our core values:
- Be Mission-Driven. We want team members that are passionate about helping entrepreneurs improve their business, and bring that passion every day.
- Be Humble. We have ambitious goals, and our team members understand that success or failure depends on us working together and leaving egos at the door.
- Be Resilient. Logistics is a complicated business. So is software. We value team members that never give up and keep iterating until a problem is solved.
- Be a Creative Problem Solver. As a start-up, we value smart, innovative solutions to complex problems. We fall in love with the problem, not our “favorite” solution.
- Be Safety Minded. It’s not just talk; it’s the way you work.