Auckland City, AucklandOverview--------With over 10,000 online merchants launching subscriptions and over 1,000,000 subscribers powered by ReCharge, we have a lot of store owners to support. Our mission to make repeat orders easier began five years ago as a bootstrapped startup and today we're at the forefront of recurring billing software with over 150 remote-first employees around the globe processing tens of millions of dollars in sales every week.In a Technical Customer Support role based remotely for our Customer Success team, you'll be responsible for supporting our customers and delivering a world-class support experience. You'll work closely with store owners to troubleshoot and resolve issues via email, chat, and occasional phone calls.What You'll Do--------------Live by and champion our values: #ownership, #empathy, #simple-solutions.Use your technical expertise and customer service skills to resolve questions and issues for our online merchantsCommunicate clearly in writing to both technical and non-technical peopleDocument and build new tools to improve support flowsIdentify patterns, recommend improvements, and filter out unimportant issuesAuthor documentation for our customer-facing Help CenterAssist with successful on-boarding of new customersWhat You'll Bring-----------------2+ years of experience in technical customer support at a SaaS company, or similarProficiency with a ticketing technology platform: i.e. HelpScout, Zendesk preferredResourcefulness: you'll figure out what needs to be done, and you find ways to make it happenA passion for problem solving: an excitement for a tricky problem or a new challengeA sense of urgency and a satisfaction from going above and beyond to provide solutionsAn exceptional eye for detail and excellent organizational and communication skillsAbility to work remotely and desire to make an impact at a boot-strapped start-upExcellent customer service and English fluency (written and spoken)A 'winning as a team' attitude and a polite, patient, caring, calm and professional demeanorBasic knowledge of HTML, CSS, Javascript (knowledge of other programming languages a plus)Ability to work flexible shiftsReCharge Payments is an equal opportunity employer. In addition to EEO being the law, it is a policy that is fully consistent with our principles. All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability, or other protected status such as race, religion, color, national origin, sex, sexual orientation, gender identity, genetic information, pregnancy or age. ReCharge Payments prohibits any form of workplace harassment.
