Customer Service Representative Tier 2 at Wondersign

Job Description

b'\n\t\t\tCustomer Service Representative Tier 2\n\nTampa, FL \xe2\x80\x93 Remote OK\nFull-Time\n\nWho We Are\nAt 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.\nJob Description\nAs 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.\nResponsibilities\n\nFixing technical problems customers may have using the platform or connected services (such as eCommerce websites or POS systems)\nHandling all escalations of technical issues from Tier 1 Agent\nBe able to spot trends or discover patterns\nIdentify and escalate bigger issues by working directly with the Engineering teams\nUse email, chat and voice tools to assist customers\nFollow customer service guides/guidelines to resolve problems with the service\nGuide customers to the online knowledge base/share articles for self-help\nProvide friendly and courteous services at all times (use empathy and reassurance model)\n\nQualifications\n\nFluent in English (spoken and written)\nHas been in a technical support role for more than 2 years\nHas a basic understanding of APIs, Spreadsheets (formulas, data formatting)\nHas a basic understanding of websites and web technology such as https/ ftp/ DNS / Firewalls\nHas a basic understanding of eCommerce platforms, point of sale systems, ERP software, and various web platforms (such as WordPress, Shopify, BigCommerce, Magento, or others)\nExcellent written and oral communication skills\nFull-time availability\nProficient computer Skills (Google Workspace, MS Office)\n\nHere\xe2\x80\x99s How We Work\nOffering 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.\nTackling 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.\nTaking Ownership. We don\xe2\x80\x99t accept the status quo and we challenge ourselves, our processes, our services, and each other to deliver the best possible experience.\nBeing 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.\nThe Perks\n\nAttractive compensation and PTO policy\nCompany pays 100% of your medical, dental and vision insurance for Basic plan\nShort and long term disability insurance\nLife insurance\nCompany supports professional development for all team members\nTop-notch tech/equipment/software you need to do your job\n\nOther Duties\nPlease 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.\nPhysical Demands/Work Environment\nThe 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 individuals with disabilities to perform the essential functions.\nEssential Physical & Mental Requirements\n\nThis position will require the following physical requirements; sitting (75%), walking (15%), standing (10%), lifting up to 10 pounds.\nThis 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.\n\nAdditional Physical & Mental Requirements\n\nThis 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.\n\n\t\t'