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Job Description
Recharge is seeking an Associate Technical Support Engineer to join their Customer Success team. This role involves providing world-class support to customers, answering questions, troubleshooting issues, and resolving problems via live chat, email, and occasional phone calls. The Technical Support team works in shifts to provide 24/7 support.
What this role involves:
- Resolving questions and issues for online merchants using technical expertise and customer service skills.
- Communicating clearly in writing to both technical and non-technical people.
- Using a “live chat first” approach to answer questions, triage, and gather context.
- Identifying patterns, recommending improvements, troubleshooting, and escalating bugs to engineering.
- Contributing to the ongoing development of documentation and best practices.
- Being a Recharge expert for merchants to help them grow.
- Collaborating with teammates to resolve issues in a timely manner.
- Contributing to achieving individual, team, and company goals.
Requirements:
- Proficiency with a ticketing technology platform (HelpScout, Zendesk preferred).
- Resourcefulness and the ability to figure out what needs to be done.
- A passion for problem-solving and the curiosity to ask for assistance.
- A sense of urgency and ability to prioritize issues based on severity.
- Ability to work remotely.
- Ability to identify trends and take a proactive approach when reporting potential incidents.
- Excellent customer service and English fluency (written and spoken).
- A ‘winning as a team’ attitude and a polite, patient, caring, calm, and professional demeanor.
- Basic knowledge of HTML, CSS, Javascript.
- Ability and desire to work flexible shifts.
- 2+ years of experience in technical customer support at a SaaS company, or similar.
What this role offers:
- Medical, dental, and vision plans.
- Retirement plan with employer contribution.
- Flexible Time Off.
- Paid Parental Leave.
- Monthly Remote Life and Merchant stipends.
