Technical Support Representative - Remote at Commerce in Remote

Summary: Commerce is a company focused on empowering businesses through an open, AI-driven commerce ecosystem. As a Technical Customer Support Representative, you will provide exceptional support to merchants, troubleshoot technical issues, and educate customers on platform features to enhance their eCommerce experience. Responsibilities: - 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 Required Qualifications: - 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 - 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 Preferred Qualifications: - Experience in a phone, email, or chat-based technical support or customer service contact center - 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 Required Skills: Technical support, Customer service, eCommerce technologies Important Skills: Web languages