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Customer Service Representative Tier 2
- Tampa, FL – Remote OK
- Full-Time
Who We Are
At Wondersign, we improve the commerce experience by connecting brands, retailers, and consumers through beautiful, smart software. We love a good challenge, and we have fun achieving our goals.
Job Description
As a Customer Service Representative Tier 2, you will be addressing a variety of customer inquiries in a personalized, friendly, and informative manner, providing an exceptional customer experience.
Responsibilities
- Fixing technical problems customers may have using the platform or connected services (such as eCommerce websites or POS systems)
- Handling all escalations of technical issues from Tier 1 Agent
- Be able to spot trends or discover patterns
- Identify and escalate bigger issues by working directly with the Engineering teams
- Use email, chat and voice tools to assist customers
- Follow customer service guides/guidelines to resolve problems with the service
- Guide customers to the online knowledge base/share articles for self-help
- Provide friendly and courteous services at all times (use empathy and reassurance model)
Qualifications
- Fluent in English (spoken and written)
- Has been in a technical support role for more than 2 years
- Has a basic understanding of APIs, Spreadsheets (formulas, data formatting)
- Has a basic understanding of websites and web technology such as https/ ftp/ DNS / Firewalls
- Has a basic understanding of eCommerce platforms, point of sale systems, ERP software, and various web platforms (such as WordPress, Shopify, BigCommerce, Magento, or others)
- Excellent written and oral communication skills
- Full-time availability
- Proficient computer Skills (Google Workspace, MS Office)
Here’s How We Work
Offering Freedom & Flexibility. We are a distributed team working from around the globe, and we give our team members a high degree of freedom with many options for remote work. As a team, we take full ownership for our results.
Tackling Exciting Challenges. The retail landscape is undergoing major changes. We come up with new ways brands and retailers can navigate these shifts in consumer behavior to weather the commerce evolution. Then we turn these ideas into beautiful, smart software.
Taking Ownership. We don’t accept the status quo and we challenge ourselves, our processes, our services, and each other to deliver the best possible experience.
Being Truthful & Inclusive. We are transparent in our decisions and our communication, and we value and respect feedback from any source, whether internal or external. We only win as a team, and we understand that everyone needs to stay involved, be empowered, and be held accountable.
The Perks
- Attractive compensation and PTO policy
- Company pays 100% of your medical, dental and vision insurance for Basic plan
- Short and long term disability insurance
- Life insurance
- Company supports professional development for all team members
- Top-notch tech/equipment/software you need to do your job
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Physical Demands/Work Environment
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable iniduals with disabilities to perform the essential functions.
Essential Physical & Mental Requirements
- This position will require the following physical requirements; sitting (75%), walking (15%), standing (10%), lifting up to 10 pounds.
- This position will require the following mental requirements; Ability to reason through problems to reach solutions, troubleshooting ability, effective written and verbal communication skills and ability to see, type, speak on phone and work with various departments within the company.
Additional Physical & Mental Requirements
- This position will require the following mental requirements; while performing the duties of this job, the employee is regularly exposed to high pressure to high-stress situations.