Live Chat and Email Support Agent

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We’re so excited you’re reading this and hope you dUpgrade to see actual info to apply!

Propel Commerce (Upgrade to see actual info) is a rapidly growing Shopify app company and makes some of the top apps in the Shopify app store.

We're looking for two enthusiastic people with a great customer service-focused attitude to join our live chat and email customer support team on a full-time basis.

Your goal will be to provide a customer support experience so amazing that our customers can’t help but leave us a 5-star review in the Shopify App Store and share our apps with Upgrade to see actual infoing live chat and email, you’ll be there to listen, teach, problem-solve and explore growth opportunities with our customers. As part of that growth, you’ll be there to connect our customers with our apps’ features and ensure they’re getting the most from what we offer.

If you’re up for a challenge and enjoy working in a high-pressure environment, we encourage you to apply!

Working Hours: 40 hours per week
- Option 1: Mondays to Fridays, 12am to 8am PST (4pm to 12am PH time)
- Option 2: Mondays to Fridays, 8am to 4pm PST (12am PH time to 8am PH time)

Responsibilities:
- Provide quick, immediate responses to customer live chat messages
- Use live chat to message every new customer upon sign-up and guide them through our app setup steps
- Generate reviews for our apps in the app store by closely following our review generation funnel, using our scripted responses and participating in experiments
- Solve customer issues by developing expertise in our apps and by learning to troubleshoot a range of issues
- Provide fast, accurate email support through our helpdesk system (Freshdesk) and elevate tickets to second level technical support when needed
- Clear the ticket queue every shift (or ask for help if you can't)
- Maintain and update our knowledge base (e.g., by creating new help desk articles for our customers) and agent resources (e.g., by creating new scripted responses to common questions)
- Gather feedback froUpgrade to see actual inforchants on features and improvements they'd like to see
- Identify and report bugs and server issues to the development team
- Use a friendly and understanding attitude to help frustrated customers and prevent 1-star reviews
- Above all else, provide a support experience so good that our customers can't help but leave us a 5-star review on the App Store

Requirements:
- Excellent written and spoken English and an ability to craft clear, concise responses to customers
- Two or more years of live chat and customer support experience
- Experience providing support in the e-commerce or software industry is preferred
- Experience with Shopify (e.g., as a VA for a merchant) is preferred
- Ability to adapt to new processes and work accurately in a fast-paced, rapidly-changing environment
- Curious about technology and software and learning how our customers use our products
- Possess a high level of patience, friendliness, understanding and empathy
- Have a strong work ethic and be committed to continuous growth and learning
- Good, stable internet connection and power

Why Join Us?
- Long-term role
- Good compensation
- Fully remote
- Full-time, stable workload (8 hours per day)
- Friendly team :D

Compensation:
- 30,000PHP/month (15,000PHP paid twice a month by Transferwise)
- 13th month (based on salary paid in the year divided by 12)
- Paid vacation and sick days after 3 months

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