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Technical Support Specialist

2 months ago

Santa Monica, California, United States Recharge Full time
Job Title: Associate Technical Support Engineer

At Recharge, we're revolutionizing the way ecommerce brands manage subscriptions and grow their customer base. As an Associate Technical Support Engineer, you'll play a critical role in delivering exceptional support experiences to our merchants, empowering them to succeed in a rapidly evolving market.

About the Role

We're seeking a highly skilled and customer-focused Technical Support Specialist to join our Customer Success team. As a key member of our support team, you'll be responsible for troubleshooting and resolving technical issues for our online merchants via email, live chat, and phone calls. Your expertise will help ensure seamless support experiences, driving customer satisfaction and loyalty.

Key Responsibilities
  • Provide timely and effective technical support to our merchants, resolving issues and answering questions via email, live chat, and phone calls.
  • Collaborate with our development team to identify and resolve technical issues, improving our platform's stability and performance.
  • Develop and maintain comprehensive documentation and knowledge base articles to support our merchants.
  • Contribute to the ongoing development of our support processes and procedures, ensuring seamless support experiences.
  • Work closely with our Customer Success team to ensure a unified support experience for our merchants.
Requirements
  • 2+ years of experience in technical customer support at a SaaS company or similar.
  • Proficiency with ticketing technology platforms, such as HelpScout or Zendesk.
  • Excellent customer service and English fluency (written and spoken).
  • Basic knowledge of HTML, CSS, and JavaScript (knowledge of other programming languages a plus).
  • Ability to work flexible shifts and adapt to changing priorities.
What We Offer

At Recharge, we're committed to creating a supportive and inclusive work environment. As a Technical Support Specialist, you'll enjoy:

  • A competitive salary and benefits package.
  • Ongoing training and development opportunities.
  • A dynamic and collaborative work environment.
  • The chance to work with a cutting-edge subscription platform.

We're an equal opportunity employer and welcome applications from diverse candidates. If you're passionate about delivering exceptional support experiences and driving customer success, we'd love to hear from you