Remote Associate Technical Support Engineer

About the Role

We are looking for a Remote Associate Technical Support Engineer to join our dynamic Customer Success team at Recharge. In this role, you will be instrumental in providing world-class support to our customers, ensuring they have the best experience with our subscription platform. Recharge is known for its innovative approach to customer retention and seamless user experiences, and as a Remote Associate Technical Support Engineer, you will play a key role in maintaining that standard.

What You'll Do

• Utilize your technical expertise and customer service skills to resolve questions and issues for our online merchants.
• Communicate effectively in writing to both technical and non-technical audiences.
• Employ our “live chat first” approach to address inquiries, triage issues, and gather context as needed.
• Transition to email for deeper investigations when necessary, ensuring thorough communication.
• Make occasional outbound phone calls to customers to gather quick context when required.
• Identify patterns in customer inquiries, recommend improvements, and filter out unimportant issues.
• Collaborate with the team to troubleshoot and resolve issues efficiently.
• Work in shifts to provide 24/7 support to our merchants, specifically during the PST hours from 8am-5pm.

Requirements

• Strong customer service skills with a focus on technical support.
• Excellent written communication skills.
• Ability to work in a fast-paced environment and handle multiple inquiries simultaneously.
• Experience with live chat support systems is a plus.
• Familiarity with subscription-based services or e-commerce platforms is advantageous.
• Willingness to work flexible hours, including weekends and holidays as needed.
• Basic understanding of troubleshooting techniques and problem-solving skills.

Nice to Have

• Previous experience in a technical support role.
• Knowledge of Shopify or similar e-commerce platforms.
• Experience with customer relationship management (CRM) tools.

What We Offer

• Competitive salary ranging from $60,000 to $80,000 per year.
• Comprehensive health benefits and wellness programs.
• Flexible work environment with remote work options.
• Opportunities for professional growth and development.
• A supportive team culture that values innovation and collaboration.