Returnly is hiring a

Technical Support Representative

Chicago, United States
Full-Time
We're looking for a highly organized go-getter and problem-solver who wants to delight our customers by delivering accurate and quick assistance while maintaining Returnly’s quality service experience. Our Technical Support team provides first-touch support to customers primarily via email with occasional phone calls. After comprehensive training on Returnly products, this candidate should be excited to play a pivotal role in supporting and maintaining the day-to-day operations of our diverse customer base. 

Key Responsibility Areas & Tasks:

  • Manage business and technical support issues, regarding the automation of returns processing on e-tailing website businesses
  • Provide post-sales technical support to customers including troubleshooting, investigating, and resolving technical problems that arise during and after product installation
  • Follow a standard support methodology for each client issue. Key job deliverables include the following: Tracking activity with client, reproducing client issues, troubleshooting the problem, logging Jira tickets, and writing Knowledge Base articles
  • Monitor and resolve recurring more complex problems to ensure ongoing customer satisfaction
  • Accurately document service request activities and troubleshooting steps
  • Troubleshooting that will require hands-on work
  • Process a high number of phones calls and/or emails
  • Shows initiative and strong desire to grow
  • Create and fully document Jira Bug and Enhancement request for Product and Engineering to work from.   This includes recreation steps, troubleshooting process, as well as business impact to our merchants
  • Write Knowledgebase articles to answer commonly asked questions
  • Create how-to videos to augment KB articles
  • Teach them to fish is one of your favorite expressions

Skills, Knowledge & Experience:

  • Bachelor’s degree or comparable experience 
  • Minimum 1 years of experience providing customer service or software support preferred
  • Provide excellent email support (answer questions and/or give step-by-step instructions on how to perform an activity or resolve an issue)
  • Excellent Written, Verbal and Customer Service Skills
  • Commitment to an Exceptional Level of Customer SatisfactionOutgoing Personality with the Ability to Perform and Work Well Under Pressure
  • Strong experience with Shopify / Shopify Plus, Magento, and/or SF Commerce Cloud (Demandware)  required
  • SaaS industry experience preferred
  • Ability to read XML, JSON, SQL, and log files; Web development / styling experience preferred
  • Familiarity with tools such as Smartsheet, Jira, Confluence, and G-Suite
  • Experience with Salesforce.com Service Cloud and Knowledge preferred
  • Ability to drive technical or process improvements, within backend systems, that would positively impact customer integrations
  • Strong oral & written communication skills, people skills, and presentation skills are critical
  • Experience working with 3rd party integrators and eCommerce platform providers is a nice-to-have
  • Experience working in a remote office/location preferred
  • Must exhibit a positive attitude, be able to energize teams, and be willing to listen to various opinions.

What you will learn:

  • Learn the intricacies of Returns processing via Software and the various integration points
  • Work with Returnly Technology partner solution that affect merchants financial reporting as well as how 3rd Party Logistics Providers work
  • Emersion into the Returnly Financial Technology component of providing instant refunds and instant exchanges – how monies flow, etc.
  • Learn about Machine Learning and it’s impact on Risk Assessment

We understand that the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates. Please don't hesitate to apply.     

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