Job details

Associate Technical Support Engineer (Australia)

Who we are

In a world where acquisition costs are skyrocketing, funding is scarce, and ecommerce merchants are forced to do more with less, the most innovative DTC brands understand that subscription strategy is business strategy.

Recharge is simplifying retention and growth for innovative ecommerce brands. As the #1 subscription platform, Recharge is dedicated to empowering brands to easily set up and manage subscriptions, create dynamic experiences at every customer touchpoint, and continuously evaluate business performance. Powering everything from no-code customer portals, personalized offers, and dynamic bundles, Recharge helps merchants seamlessly manage, grow, and delight their subscribers while reducing operating costs and churn. Today, Recharge powers more than 20,000 merchants serving 100 million subscribers, including brands such as Blueland, Hello Bello, LOLA, Chamberlain Coffee, and Bobbie—Recharge doesn’t just help you sell products, we help build buyer routines that last.

Recharge is recognized on the Technology Fast 500, awarded by Deloitte, (3rd consecutive year) and is Great Place to Work Certified.

Overview

In a Technical Support role for our Customer Success team, you are responsible for supporting our customers and delivering a world-class support experience. You work closely with store owners to troubleshoot and resolve issues via email, live chat, and occasional phone calls.

Please note: this role is a remote contract role based in Australia and will have a scheduled shift of Tuesday-Saturday, 9am-5pm AEST.

What you'll do

Live by and champion our core values: #accountability, #collaboration, #iterate, #details
Use your technical expertise and customer service skills to resolve questions and issues for our online merchants
Communicate clearly in writing to both technical and non-technical people
Communicate clearly in writing in a timely manner via live chat
Communicate clearly and effectively via phone with customers on the premium plan
Identify patterns, recommend improvements, and filter out unimportant issues
Contribute to the ongoing development of documentation and best practices
Assist with successful on-boarding of new customers

What you'll bring

Proficiency with a ticketing technology platform: i.e. HelpScout, Zendesk preferred
Resourcefulness: you'll figure out what needs to be done, and you find ways to make it happen
A passion for problem solving and the humility to ask for assistance
A sense of urgency and a satisfaction from going above and beyond to provide solutions
Ability to work remotely and desire to make an impact at a boot-strapped start-up
Excellent customer service and English fluency (written and spoken)
A ‘winning as a team’ attitude and a polite, patient, caring, calm and professional demeanor
Basic knowledge of HTML, CSS, Javascript (knowledge of other programming languages a plus
Ability and desire to work flexible shifts shifts
2+ years of experience in technical customer support at a SaaS company, or similar

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Recharge 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.

Transparency in Coverage

This link leads to the Anthem Blue Cross machine-readable files that are made available in response to the federal Transparency in Coverage Rule and includes network negotiated rates for all items and services; allowed amounts for OON items, services and prescription drugs; and negotiated rates and historical prices for network prescription drugs (delayed). EIN 80-6245138. This link leads to the Kaiser machine-readable files.

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