About the role
Posted in : 1 May 2021
Role : Customer support agent – mailing –
Status : Open
RESPONSIBILITIES:
- Excellent written English
- Verified Shopify Expert
- Deep understanding of themes from Plak Theme LLC
- A strong knowledge of Shopify platform and eCommerce in general.
- An expertise in Shopify development and theme JSON, LIQUID, SCSS, HTML5, CSS3, AJAX and JavaScript libraries
- A thorough understanding of cross-browser compatibility issues, website speed and SEO
- An ability to work on multiple projects and tasks at the same time
- A positive and upbeat attitude with the ability to learn quickly
- A minimum of 4 years of experience in Shopify Websites Development & customer support
- The availability to work at least 35 hours per week from 9:00 am to 6:00 pm PST
- The ability to adapt to a diverse and multicultural environment
- Adhere to a daily schedule.
- Ensuring merchants have a quick response time by staying on top of your assigned tickets.
- Act as a business coach and think about the merchants business holistically when offering solutions.
- Complete essential follow-up documentation after each interaction.
- Engaging in human conversations with merchants to identify and resolve issues, and provide coaching/growth opportunities for their businesses.
- Offer needs-based solutions, not pushy sales.
YOUR DUTIES AND TASKS:
- Have appropriate remote work set-up – such as quiet space, stable internet connection, and a back-up location in case of issues with the primary location.
- Have access to a wired internet speed of at least 25 Mbps download speed and 10 Mbps upload. You can check your speed here.
- Be prepared to work full-time hours on a rotating schedule (including weekends and holidays).
- Thrive in a fast-paced, high-volume environment.
- Proven track record of being incredibly resourceful and finding solutions even when there is no clear path.
- Be proficient with technology.
- Have strong reading, writing and communication skills.
- Willingness to learn all about entrepreneurship, care deeply about supporting people and enjoy having genuine human conversations.
- Possess a high level of understanding, patience and empathy. Able to navigate more difficult conversations/interactions with professionalism.
- Are committed to continuous growth and learning. You understand that every challenge is an opportunity and you get excited about learning new things.
- Ensure privacy and security practices are followed at all times for both merchants and Plak Theme LLC.