Website Customer Support and Retention Agent (In Office)

We are currently seeking a Website Technical Support and Retention Agent to join our team. As a Website Technical Support and Retention Agent, you will be responsible for providing technical support to our website users, resolving their issues, and retaining them as satisfied customers.

Key Responsibilities:

• Responding to technical and customer support inquiries from website users via email, phone, or chat
• Assisting customers with training related to the website, including but not limited to, login issues, payment processing, and product inquiries
• Ensuring customer satisfaction by providing excellent customer service and timely resolution of issues
• Proactively reaching out to customers who have shown signs of disengagement or dissatisfaction and working to retain them
• Keeping up to date with the latest website features and functionalities and providing relevant information to customers
• Documenting and reporting customer feedback, suggestions, and issues to the relevant teams

Qualifications:

• At least 2 years of experience in technical support, customer service, retention or sales
• Strong communication and interpersonal skills
• Excellent problem-solving and analytical skills
• Ability to work independently and as part of a team
• Good understanding of website functionalities, including but not limited to, user account management, payment processing, and product listings
• Familiarity with customer relationship management tools and ticketing systems
• Experience with e-commerce platforms such as Shopify, or WooCommerce is a plus

If you are passionate about providing excellent customer service, have a keen eye for detail, and enjoy troubleshooting technical issues, we would love to hear from you. This is a remote position with flexible hours and opportunities for growth within the company. To apply, please submit your resume and a cover letter highlighting your relevant experience and why you believe you would be a great fit for this role.

About eMerchantClub:

eMerchantClub is celebrating our 25th year in business and specializes in building, maintaining, and supporting innovative websites. Over 500,000 small business owners have used eMerchantClub to create their own online business marketing and sell their products on the web, thanks to us. eMerchantClub uses Magento 2 for all of our websites to provide the greatest service to our customers and connects those websites to thousands of products that customers can sell online.

Get excited because eMerchantClub is hiring. Our products are incredible, our customers are one of a kind and our employees are outstanding!