Remote Technical Support Specialist

Summary

Join our team as a Technical Support Specialist to provide expert technical support to merchants navigating the Smile platform, leveraging your technical expertise and communication skills to bridge the gap between users and engineers.

Requirements

• 2-3 years of experience working in a technical capacity, preferably at a SaaS company
• Experience with JavaScript, SQL, HTML, CSS and API’s
• Excellent written communication skills and ability to translate technical concepts into user-friendly explanations for our merchants
• Ability to creatively problem-solve and improvise in ambiguous situations
• Comfortable working 8am-4pm EST

Responsibilities

• Communicate with our merchants through email, chat and occasionally phone conversations
• Troubleshoot technical issues, and work with our Product team to escalate necessary issues while effectively owning the solution and necessary follow up
• Create internal and external support documentation (help.smile.io) about Smile and strategy to help merchants make the most of their rewards program
• Collect and share valuable User Experience feedback from our merchants for product improvements
• Engage and collaborate with a remote team spread across the world

Benefits

• 5-star Shopify app store generation, meeting or exceeding individual target quota
• A team Customer Satisfaction (CSAT) score of 90% or better