Customer Service Representative

Posted 3 days ago

Join a company that’s at the forefront of 2 of the biggest trends today: eCommerce & Software as a Service (SaaS).

At Solid Commerce, we are creating SaaS products that power over $1 billion of eCommerce sales on 15+ online marketplaces. Our customers are eCommerce retailers who sell on Amazon, eBay, Walmart, Shopify and other eCommerce platforms, and use our software to power their sales, inventory, orders & more.

Solid Commerce is seeking team members who want to help eCommerce merchants sell across the major online marketplaces.

With more than 10 years in business, Solid Commerce is a leader in developing SaaS products for the growing eCommerce economy. Join our family of developers, engineers, customer success professions and others and help our customers grow while being at the forefront of 2 of the hottest industries today.

Apply now

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.

What You'll Do:
• 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

Skills & Requirements:
• 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

Nice to Have:
• Experience with CRM
• Experience with Zendesk
• Experience with JIRA