Job Description
Customer Support – Ecommerce Specialist
- Remote job
We’re looking for someone to join our Customer Support Team. Someone who loves to help others, someone who can feel empathy when dealing with customer’s problems and to whom you can relate.
We mostly need help on replying to our merchants via email, between 08.00am to 8.00pm (Chile Time). It’s a regular 40 hours/work per week. Every 6 weeks, working during weekends is necessary.
This is a demanding role, where many of the inquiries are technically complicated to assess. This requires you to act, on a daily-basis, as a liaison between our merchant base and our Design & Development teams.
This is a remote position and you are also free to join us some days per week at our office in Providencia, Santiago de Chile
You are
- Passionate, caring and empathic person, who likes to listen and solve other people’s problems;
- Incredibly resourceful and exceptional at finding solutions even when there is no clear path.
- An advanced computer and Internet user, with previous experience creating or editing or managing Online Stores, Blogs, in Customer Support or in Marketing roles;
- Excellent in communication and teamwork;
- Spanish native speaker.
You have
- A relevant bachelor/master degree is appreciated, but not mandatory;
- Demonstrated previous professional experience in Support of Software, Ecommerce or Marketing roles;
- Advanced computer skills, from a user perspective;
- Ability to communicate clearly in writing and orally in English;
- Written fluency in Portuguese or other languages is a plus;
- HTML experience is a plus.
Benefits
- Competitive pay;
- 20 paid vacations days;
- Performance based bonus every 4 months;
- Be in an informal environment, working for a global market;
- Work on a MacBook + external 27″ monitor.
Job requirements
You will
- Help merchants setting up their e-commerce solution; help them solving their e-commerce doubts and problems;
- Answer about 75+ emails per day once you’re fully up to speed (2-3 months on-ramp);
- Identify, document and prioritize customer reported issues to the development team;
- Document & automatize replies for frequently asked questions;
- Gauge the usability of new and existing features, and making constructive suggestions for change;
- Take responsibility & ownership of your work.