Solid Commerce: Customer Service Representative

Headquarters: US URL: https://www.solidcommerce.com/

About the Role

Our Services & Support Culture:

We are a team of dedicated, creative, and highly collaborative innovators who prize integrity, courage, and enthusiasm
Every member of our Services & Support team is a key player, and every customer’s success is our goal
We believe in nurturing team members and encouraging them to grow their skills, talents, and careers
We love people who share their ideas, and who are open to suggestions/feedback. We are always learning from one another and are looking for someone who appreciates this dynamic.

Answer support tickets, live chats, phone calls, or emails from merchants
Troubleshoot issues related to the platform (e.g., product uploads, errors, integration errors)
Guide customers through setup of marketplaces or training of platform via support tickets, or Microsoft Teams screenshare meetings
Provide the customer with an understanding of the resources available to help them achieve their sales goals
Escalate technical problems to higher-tier support or engineers
Effectively work alongside other departments - including sales, product, and support - to ensure client success and that all work is carried out in a timely and accurate manner
Capture client feedback and be the voice of the customer internally to impact processes and product development
Be an agent of change by sharing your knowledge, tools, and techniques with the team

Previous experience in retail, online retail or marketplace (Amazon, eBay, etc.) selling
Experience delivering and supporting a SaaS solution is strongly preferred
Ability to quickly learn new technologies and processes
Excellent client-facing and internal communication skills
Excellent written and verbal communication skills
A strong customer service orientation and the ability to form long-term customer relationships
Proficiency using Excel and MS Office applications
Self-starting attitude and passion for succeeding, while also being a team player and role model to other team members
1-2 years of relevant work experience