We are hiring a customer service representative to manage customer queries and to troubleshoot technical issues. You must have experience working with customers from all over the world and be able to manage the interaction professionally. You also need the ability to work in a variety of systems for customer interaction, order management, project management and more. Prior experience with customer service phone support is REQUIRED.

This position is contract to permanent.

Primary responsibilities:

§ Maintain a positive, empathetic, and professional attitude toward customers at all times.

§ Respond promptly to customer inquiries.

§ Communicate with customers through various channels.

§ Acknowledge and resolve customer issues.

§ Know our products inside and out so that you can troubleshoot problems and answer questions.

§ Understand cameras, computers, software and technology to be able to help people through any problems

§ Keep records of customer interactions, transactions, and comments.

§ Communicate and coordinate with colleagues.

§ Provide feedback on the efficiency of the customer service process and offer ideas for optimization.

§ Ensure customer satisfaction and provide professional customer support.

§ Phone and email support for all inbound and outbound customer interactions

§ Work across the company (Operations, Engineering, Marketing) to provide the best solutions for all customers

§ After hours support – as needed

§ Return Material Authorization (RMA) processing

§ Monitor Seller Central in all Amazon marketplaces (countries) to ensure performance metrics maintained above standard

§ Respond to buyer questions in Amazon Seller Central to maintain compliance with their SLAs

§ Provide copies of VAT invoices for Amazon international customers

§ Manage and respond to reseller inquiries

§ Create and maintain support process documentation

§ Create regular reports based on support KPIs

§ Collect and analyze customer feedback

§ Create help center documentation based on customer issues and questions

§ Other duties - as required.

Required Skills and Qualifications:

§ Customer service phone support

§ Bachelors degree

§ Customer service experience

§ Strong interpersonal skills

§ Strong verbal and written communication skills including active listening and clear articulation

§ Strong foundation in computer and technical knowledge to assist in troubleshooting issues

§ Ability to solve problems

§ Ability to multitask, manage time and prioritize

§ Ability to work independently and as a team member

Desired skills:

§ Amazon Seller Central

§ Shopify

§ Gorgias

§ Netsuite

§ Signifyd

§ Customer Relationship Management (CRM) Systems

§ Slack

§ Asana

§ Microsoft Office applications – Word, Excel, PowerPoint

§ Previous call center agent or manager

ProGrade Digital, Inc.

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Customer Service and Technical Support Representative