Role and Responsibilities

• Able to work independently, remotely and take ownership of customer issues reported
• Commitment, focus, and follow-through needed to see problems through to resolution
• Strong computer skills needed to research, diagnose, troubleshoot, and identify solutions to customer issues
• Comply with standard procedures for proper handoff of unresolvable issues to the appropriate internal teams to maximize customer satisfaction
• Provide prompt and accurate feedback to customers
• Proper recording of all customer interactions and closure of all presented issues
• Prepare accurate, clear, and timely reports
• Documenting knowledge in the form of knowledge base tech notes, articles, and training materials.
• Deliver tutorials, support onboarding, and demonstrate platform functionality

Qualifications and Education Requirements

• BS degree in Information Technology, Computer Science, or similar
• Significant work experience in technical support, IT support, or as a technical engineer
• Working knowledge of Microsoft Office and CRM solutions
• Aptitude for problem-solving
• Excellent client-facing/customer service skills
• Excellent written and verbal communication skills (English)
• Ability to focus and follow-through to resolution of issues
• Ability to diffuse tension and work the issue at hand

Preferred Skills

• Previous experience in e-commerce and marketplace platforms in a customer focused position
• Java, ReactJS and SQL as a plus