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Open nowFirst seen 66 days ago

Technical Support Representative - Remote

Commerce16 open roles

Pay
$19 – $21 an hour
Where
United States - Remote
Work mode
Remote
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Your applicationOpen nowTechnical Support Representative - RemoteCommerce · United States - Remote

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Commerce's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

11.8% of postings close within 7 days. Measured by our own scanner across the market. Commerce postings stay open a median of 39 days.

Share of postings closed within
  1. 2.1%1 day
  2. 4.4%3 days
  3. 11.8%7 days
  4. 18.6%14 days
  5. 35.6%30 days
  6. 45.1%60 days
This job: first seen 66 days ago

Commerce median: 39 days open

The posting

Welcome to the Agentic Commerce Era

At Commerce, our mission is to empower businesses to innovate, grow, and thrive with our open, AI-driven commerce ecosystem. As the parent company of BigCommerce, Feedonomics, and Makeswift, we connect the tools and systems that power growth, enabling businesses to unlock the full potential of their data, deliver seamless and personalized experiences across every channel, and adapt swiftly to an ever-changing market. Simply said, we help businesses confidently solve complex commerce challenges so they can build smarter, adapt faster, and grow on their own terms. If you want to be part of a team of bold builders, sharp thinkers, and technical trailblazers, working together to shape the future of commerce, this is the place for you.

As a Technical Customer Support Representative, you will be responsible for supporting, providing value to, and powering the growth of merchants using the world’s best, and most successful, eCommerce platform for growing businesses. You will educate customers on various platform features, troubleshoot technical issues, and enable merchants to sell more.

What You'll Do:

  • Provide outstanding phone, email, and chat-based technical support to our customers in a fast-paced environment (expect up to 7.5 hours of talk/chat time a day)
  • Provide extraordinary support to our ever-growing merchant base with your unsurpassed customer service and problem solving capabilities
  • Develop solutions and utilize standard operating procedures for improving customer satisfaction and creating lifelong promoters of our brand
  • Communicate with the management team and developers to improve product functionality and resolve issues
  • Decrease incoming volume by striving toward first contact resolution and proactively onboarding and advising customers on eCommerce best practices
  • Assist customers with common billing, invoice, and account issues
  • Utilize classroom, video, and self-paced training to stay ahead of product advancements and eCommerce best practices; utilize your knowledge to solve problems efficiently
  • Display high levels of professionalism in recurring interactions with departments inside and outside of the CSS organization

Who You Are:

  • A work ethic that demonstrates dedication to the company, its mission, and the team; a desire to work in a culture of excellence
  • Experience in a customer-facing, service-oriented role is required; experience in a phone, email, or chat-based technical support or customer service contact center preferred
  • Exceptional ability to utilize self-service resources (internal guides, Google-fu, external service portals, etc) to find solutions is required
  • Strong aptitude toward various web, eCommerce, and hosting technologies and how they work together
  • Exceptional critical thinking and soft skills with a passion for getting every customer on the path to success using thoughtful solutions that best fit each situation
  • Team player interested in growing and competing alongside some of the best technical support agents in the business; willingness to help and seek help from peers
  • Exceptional written and verbal communication skills; an ability to communicate effectively with and deescalate frustrated or upset customers without taking it personally
  • Ability to read or edit within at least one web language (HTML, CSS, Javascript, Jquery, etc), as well as a basic understanding of data structures, is preferred

Additional Requirements:

  • We have a variety of schedules available and will include evenings, weekends, and holidays

This description is intended to serve as a summary of key duties and responsibilities and may not contain a comprehensive list of activities.

#LI-KE1

#LI-REMOTE

(Pay Transparency Range - $19.00 - $21.00)

The exact salary will be dependent on the successful candidate’s location, relevant knowledge, skills, and qualifications.

Inclusion and Belonging

At Commerce, we believe that celebrating the unique histories, perspectives and abilities of every employee makes a difference for our company, our customers and our community. We are an equal opportunity employer and the inclusive atmosphere we build together will make room for every person to contribute, grow and thrive.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the interview process, to perform essential job functions and to receive other benefits and privileges of employment. If you need an accommodation in order to interview at Commerce, please let us know during any of your interactions with our recruiting team.

Learn more about the Commerce team, culture and benefits at https://www.commerce.com/careers/

Protect Yourself Against Hiring Scams: Our Corporate Disclaimer

Commerce, along with many other employers, has become the subject of fraudulent job offers to hopeful prospective job seekers.

Be advised: Commerce does not offer jobs to individuals who do not go through our formal hiring process.

Commerce will never:

  • require payment of recruitment fees from candidates;
  • request personally identifiable information through unsanctioned websites or applications;
  • attempt to solicit money from you as part of the hiring process or as part of an employment offer;
  • solicit money to complete visa requirements as part of a job offer.

If you receive unsolicited offers of employment from Commerce, we urge you to be extremely cautious and avoid engaging or responding.

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  1. A CV for this posting

    Written against Commerce's own wording, from every piece of relevant proof in your profile.

  2. 25 readers review it

    Recruiter, hiring manager, skeptic and more read every draft, round after round. You get the best round.

    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on Commerce's form

    Our application engine gets through the hardest forms there are. Where a question needs you, AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

    An application in CV Rocket: every answer filled in on the employer's form.

  4. Every reply, sorted

    Commerce's answer lands in your private mailbox, and we classify it on arrival: interview, question, rejection.

    The CV Rocket inbox: each employer reply classified as an interview, an action or a rejection.

  5. Reply with AI

    AI helps you write the email, checks it and sends it. We show you whether the recruiter read it.

  6. The interview in your calendar

    Full integration with your calendar. The invitation goes straight in.

    An interview invitation in the CV Rocket inbox, added to the candidate's calendar.
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