Customer Support Specialist
2 weeks ago
Company Overview
Searchspring is a leading provider of e-commerce software solutions, empowering retailers to deliver exceptional customer experiences. Our innovative platform offers site search, product merchandising, and personalization capabilities that drive business growth.
About the Role
As a Customer Support Specialist - Frontend Engineer at Searchspring, you will play a critical role in ensuring our customers achieve seamless and positive interactions with our products. Your responsibilities will include researching, diagnosing, and resolving customer issues efficiently, providing clear and accurate feedback, and documenting knowledge for future reference.
Key Responsibilities:
- Research, diagnose, troubleshoot, and identify solutions to resolve customer issues promptly and effectively.
- Respond to customer inquiries accurately and provide timely assistance, escalating unresolved issues to internal teams as necessary.
- Document knowledge in the form of technical notes and articles to support future troubleshooting efforts.
- Ensure proper recording and closure of all customer issues within established service level agreements (SLAs).
Requirements
To succeed in this role, you will require 5-6 years of experience in a customer-facing technical position, supporting a company's products and services. A strong foundation in JavaScript, HTML, CSS, REST API, and JSON is essential, along with in-depth knowledge of specific products you will be supporting. Exceptional problem-solving skills, analytical thinking, and excellent client-facing skills are also crucial.
Compensation
We offer an attractive compensation package, including a salary range of $85,000-$110,000 per annum, depending on location and experience.
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