Support Engineer at ReCharge Payments

Posted on: 04/15/2021

Location: (REMOTE)

Crunchbase | Glassdoor: 3.0 / 5 | Original Source

Tags: javascript

**Overview** In a Support Engineer role based remotely in our Customer Success team, you’ll be responsible for supporting our customers and delivering a world-class support experience. You’ll work closely with store owners to troubleshoot and resolve issues via email, chat, and occasional phone calls. **What You'll Do** * Live by and champion our values: #day-one, #ownership, #empathy, #humility. * Use your technical expertise and customer service skills to resolve questions and issues for our online merchants. * Communicate clearly in writing to both technical and non-technical people. * Document and build new tools to improve support flows. * Identify patterns, recommend improvements, and filter out unimportant issues. * Author documentation for our customer-facing Help Center. * Assist with successful on-boarding of new customers. **What You'll Bring** * 2+ years of experience in technical customer support at a SaaS company, or similar * Proficiency with a ticketing technology platform: i.e. HelpScout, Zendesk preferred * Resourcefulness: you'll figure out what needs to be done, and you find ways to make it happen * A passion for problem solving: an excitement for a tricky problem or a new challenge * A sense of urgency and a satisfaction from going above and beyond to provide solutions * An exceptional eye for detail and excellent organizational and communication skills * Ability to work remotely and desire to make an impact at a high growth company * Excellent customer service and English fluency (written and spoken) * A ‘winning as a team’ attitude and a polite, patient, caring, calm and professional demeanor * Basic knowledge of HTML, CSS, Javascript (knowledge of other programming languages a plus) * Ability to work flexible shifts