Technical Customer Service Associate, Buy With Prime Merchant Support
Job Description
We're in search of a Technical Customer Support Associate to join the Buy with Prime team, a critical component of our company's future. This customer-facing position entails overseeing chat, email, and phone interactions to provide exemplary customer support. It represents a career-defining opportunity to influence the future and establish exceptional customer service standards.
Key job responsibilities
The Technical Customer Support Associate is a proactive individual capable of effectively addressing customer issues at a high standard. They utilize their skills to investigate and resolve customer problems, collaborating with internal stakeholders to improve the overall customer experience. The work environment is dynamic, characterized by high levels of ambiguity and frequent changes in processes.
Customer journey
. Proactively help customers avoid potential issues. Dive deep to understand the underlying issues to help a customer resolve problems.
· Educate customers on product features and troubleshooting related to e-commerce space.
· Providing prompt, efficient, detailed, customer-oriented service to customers.
· Work with partner teams to drive resolution of issues for customers.
. Provide support in ambiguous environments.
. Handle customers contacts through Phone, Chat and Email
Process Improvement
· Working with customer support peers around the globe to ensure a consistent and high-quality level of support.
· Acting as the Voice of the Customer for our customers, reporting and acting on observed areas for improvement.
· Making sure internal knowledge content is updated.
. Be passionate about the use of technology to deliver bar raising customer experiences.
A day in the life
A Technical Customer Service Representative starts their day by addressing incoming inquiries, troubleshooting technical problems, and providing solutions to customers. This may involve guiding customers through step-by-step processes, explaining technical concepts, and offering assistance in a clear and friendly manner. They prioritize and manage their workload efficiently, maintaining a balance between responding to immediate concerns and addressing more complex issues. Collaboration with internal teams and documenting customer interactions are also crucial aspects of their daily routine. Adaptability is key, as they navigate a dynamic work environment, staying up-to-date with product or service changes and ensuring a positive customer experience across all communication channels.
Basic Qualifications
- Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
- Experience with Microsoft Office products and applications
- 2+ years of Customer Service experience (email, phone or chat support).
- Familiarity with relevant software, hardware, and technical processes (e-commerce, HTM/JavaScript/SQL, AWS services, Microsoft Office).
- Proven English verbal and written fluency skills.
Preferred Qualifications
- 6 months in Multi-Channel Fulfillment Support.
- Ability to collaborate with internal teams, including developers, product managers, and other support teams, to address complex technical problems.
- Willingness to learn and adapt to new technologies, products, or services as they are introduced.
- Strong organizational skills and the ability to manage time effectively, balancing multiple customer inquiries and tasks simultaneously.
- Proficient in documenting customer interactions, issues, and resolutions for future reference and continuous improvement.
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