Ecommerce Customer Support Specialist / Lead

Yellowbird Publishing is seeking an Ecommerce Customer Support Specialist for a full-time contract opportunity, working remotely for our company, headquartered in Las Vegas, NV. The Ecommerce Customer Support Specialist will manage our customer communications online, maintain the backend ordering system and manage all customer’s accounts from a financial and administrative position. This position will eventually transition into more of a leadership role.

This person will support our customers online and work with the support team to answer customer questions and manage their accounts. The candidate should be comfortable working in a startup environment, and MUST be a self-starter who can overcome challenges and resolve issues with limited supervision.

DO NOT APPLY if you do not have all of the required qualifications. You also must be able to service customers in the US time zone.

Responsibilities

• Communicate with customers via email, our helpdesk and social media.
• Assist with online orders, complaints, errors, account questions, product and membership cancellations, refunds, billing, and other queries.
• Advise on company information and answer related questions
• Work with the team to ensure proper customer service is being delivered.
• Re-route support tickets to proper channels
• Create and maintain the internal support and external customer knowledgebase
• Maintain the company’s support KPIs (average response time, 95%+ satisfaction rate, average ticket resolution time, average first response time)

Qualifications

• Minimum 2+ years online customer support/service experience in a high-volume ecommerce environment working with sales checkout processes and online ordering. Also have some experience leading other support team members in a management-type role.
• Understands internet and website technology (websites, hosting, DNS, file sharing, ftp, Dropbox)
• Time management and prioritization skills
• Knowledgebase creation and maintenance
• Microsoft Office technologies (Word, Excel)
• Thrives in a fast-paced environment
• Strong communicator and attention to detail
• Passionate about looking for ways to improve
• Self-starter and proficient in troubleshooting
• Strong verbal/written communication
• Ability to solve problems and overcome challenges with limited supervision
• Comfortable with a remote working environment and understands the associated challenges
• Understanding of the checkout process and customer sales, from purchase to fulfillment

Desired Qualifications and Experience (not required)

• Online helpdesks (Freshdesk, zendesk, etc.)
• Internet marketing, social media and website building
• Infusionsoft (highly desirable)
• Authorize.net or other payment processor (highly desirable)
• Paypal
• WordPress
• Basecamp
• Outlook (email)
• Office365
• Teamwork

We are looking for a positive, upbeat team player who is comfortable with overcoming challenges and passionate about his/her work.

Thanks and looking forward to hearing from you!