IT Helpdesk

Summary

Join our team as a dedicated Customer Support Specialist! You will handle live inquiries, manage support tickets, and ensure smooth customer interactions for an e-commerce company selling undergarments. Key responsibilities include engaging with customers across multiple platforms, processing orders, troubleshooting issues, and providing excellent customer service. The ideal candidate possesses strong communication and problem-solving skills, experience with customer support tools, and familiarity with e-commerce platforms. This is a remote, work-from-home position with a flexible schedule (20-40 hours per week) and offers various benefits including health insurance, performance incentives, paid training, and opportunities for career growth. The salary is competitive and varies based on experience level.

Requirements

• Possess excellent verbal and written communication skills
• Possess strong problem-solving and troubleshooting abilities
• Have the ability to multitask and work efficiently in a fast-paced environment
• Have experience with customer support tools and CRM software
• Have familiarity with e-commerce platforms such as Shopify
• Possess strong organizational skills and attention to detail
• Have the ability to work independently and as part of a team
• Have proficiency in handling customer interactions through various channels (email, chat, social media)
• Have basic knowledge of payment processing systems (PayPal, Afterpay, ZipPay, etc.)
• Have the ability to analyze customer feedback and suggest improvements
• Have a USB Headset with Noise Cancellation feature
• Have a Working Webcam
• Have a Computer with at least 1.8 GHz processor and at least 4GB RAM
• Have Main Internet Service Speed: at least 25 Mbps cable connection
• Have Backup Internet Service Speed: at least 10 Mbps

Responsibilities

• Handle Live Inquiries: Engage with customers across all platforms in real-time, providing prompt and professional assistance
• Manage customer support tickets, ensuring they are directed to the appropriate departments for resolution
• Create, update, and expand FAQs and other self-help resources to improve customer experience
• Process customer orders based on live interactions, ensuring accurate and efficient fulfillment
• Maintain accurate records and update customer information as necessary
• Address customer concerns, troubleshoot issues, and provide effective solutions
• Interact with customers via email, chat, and social media to offer assistance, answer inquiries, and resolve issues in a friendly and professional manner
• Assist in overseeing daily customer support operations, ensuring efficient handling of inquiries and escalations
• Track support team performance and ensure targets and KPIs are met
• Identify trends in customer issues and provide insights and recommendations for process improvements
• Gather and respond to customer feedback, using insights to enhance the overall experience
• Liaise with external partners, including Okendo, Braintree, Shopify, PayPal, Afterpay, ZipPay, Australia Post, and courier services, to resolve related concerns
• Maintain up-to-date training manuals and refine internal processes to enhance customer support efficiency

Benefits

• Health Insurance (HMO)
• Performance Incentives
• Job Security and Stability
• Paid Training
• Inclusive Culture
• Upskilling Opportunities
• 100% Work-From-Home
• Exceptionally Supportive Team
• Opportunities for Career Growth
• Fun Work Environment
• Holiday & Overtime Pay