(Remote) Associate Technical Support Engineer (Ireland) at Recharge

Overview

In a Technical Support role for our Services team, you are responsible for supporting our customers and delivering a world-class support experience. You work closely with store owners to troubleshoot and resolve issues via email, live chat, and occasional phone calls. 

Please note - this role is a remote contract role based in Ireland.


What you'll do

• Live by and champion our core values: #accountability, #collaboration, #iteration, #details
  
  
• Use your technical expertise and customer service skills to resolve questions and issues for our online merchants
  
  
• Communicate clearly in writing to both technical and non-technical people
  
  
• Communicate clearly in writing in a timely manner via live chat
  
  
• Communicate clearly and effectively via phone with customers on the premium plan
  
  
• Identify patterns, recommend improvements, and filter out unimportant issues
  
  
• Contribute to the ongoing development of documentation and best practices
  
  
• Assist with successful on-boarding of new customers
  
  

What you'll bring

• Proficiency with a ticketing technology platform: i.e. HelpScout, Zendesk preferred
  
  
• Resourcefulness: you'll figure out what needs to be done, and you find ways to make it happen
  
  
• A passion for problem solving and the humility to ask for assistance
  
  
• A sense of urgency and a satisfaction from going above and beyond to provide solutions
  
  
• Ability to work remotely and desire to make an impact at a boot-strapped start-up
  
  
• 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 (knowledge of other programming languages a plus)
  
  
• Ability and desire to work flexible shifts shifts
  
  
• 2+ years of experience in technical customer support at a SaaS company, or similar