Merchant Support Specialist (Americas timezone)

We’re looking for a remarkable merchant support specialist to join our team! We offer first-class support that helps our clients successfully harness the potential of an online store integrated with their brick-and-mortar business. The insights we gain through working closely with stores feed into product development and support our expanding range of top-quality pickup, delivery and shipping tools. We are currently looking for one position, it will be based in an Americas timezone and will include weekend hours.

You are:

• You would describe yourself as a patient, empathetic and well-humoured individual
• You are flexible with your working hours with weekend availability.
• You are independent, self-motivated and can stay efficient and productive without someone looking over your shoulder all day long!
• Superb written and verbal English skills (with a professional yet fun demeanour).
• You consider yourself tech-savvy and efficient with SaaS applications
• You have experience in using Shopify (Essential)
• We support applications in 5 languages, and with more to come, a second language is a real plus!

Your responsibilities will include:

• Responding to customer support requests via email, live chat, social media and telephone
• On-boarding and setting up new merchants in one-on-one video support sessions
• Maintaining help documentation and tutorials
• Tracking feature requests and support trends

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