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IT Helpdesk with eCommerce Background

Remote: 
Full Remote
Contract: 
Part time
Work from: 
Philippines

Offer summary

Qualifications:

Excellent verbal and written communication skills, Strong problem-solving and troubleshooting abilities, Experience with customer support tools and CRM software, Familiarity with e-commerce platforms such as Shopify..

Key responsabilities:

  • Engage with customers across all platforms in real-time, providing prompt assistance.
  • Manage customer support tickets and ensure they are directed to the appropriate departments.
  • Create and update FAQs and self-help resources to improve customer experience.
  • Interact with customers via email, chat, and social media to resolve issues.

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Wing Assistant Scaleup https://wingassistant.com/
1001 - 5000 Employees
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Job description

Please whitelist the domains "lever.co" and "hire.lever.co" with your email provider to make sure you get our emails.
Disclaimer: This is a generic job description for the position stated below. Actual tasks and tools will be discussed further when you reach the final interview stage. Please ensure you apply for the right job based on your location and experience. We prioritize people who can do this successfully!

IT Helpdesk Support

About Client: 
The client is an e-commerce company selling undergarments 

Client Schedule: 6:30 AM-10:30 AM Australian time

Job Overview
We are looking for a dedicated Customer Support Specialist to handle live inquiries, manage support tickets, and ensure smooth customer interactions across multiple platforms. The ideal candidate will be proactive, organized, and committed to providing excellent customer service while contributing to the continuous improvement of our support processes.

Key Responsibilities:
Handling Live Inquiries: Engage with customers across all platforms in real-time, providing prompt and professional assistance.
Ticket Management: Manage customer support tickets, ensuring they are directed to the appropriate departments for resolution.
Knowledge Base Development: Create, update, and expand FAQs and other self-help resources to improve customer experience.
Order Processing: Process customer orders based on live interactions, ensuring accurate and efficient fulfillment.
Database Updates: Maintain accurate records and update customer information as necessary.
Issue Resolution & Troubleshooting: Address customer concerns, troubleshoot issues, and provide effective solutions.
Customer Engagement: Interact with customers via email, chat, and social media to offer assistance, answer inquiries, and resolve issues in a friendly and professional manner.
Team Management: Assist in overseeing daily customer support operations, ensuring efficient handling of inquiries and escalations.
Productivity Monitoring: Track support team performance and ensure targets and KPIs are met.
Reporting & Recommendations: Identify trends in customer issues and provide insights and recommendations for process improvements.
Feedback Handling: Gather and respond to customer feedback, using insights to enhance the overall experience.
Partner Issue Resolution: Liaise with external partners, including Okendo, Braintree, Shopify, PayPal, Afterpay, ZipPay, Australia Post, and courier services, to resolve related concerns.
Documentation & Training: Maintain up-to-date training manuals and refine internal processes to enhance customer support efficiency.

Qualifications and Requirements:
Excellent verbal and written communication skills
Strong problem-solving and troubleshooting abilities
Ability to multitask and work efficiently in a fast-paced environment
Experience with customer support tools and CRM software
Familiarity with e-commerce platforms such as Shopify
Strong organizational skills and attention to detail
Ability to work independently and as part of a team
Proficiency in handling customer interactions through various channels (email, chat, social media)
Basic knowledge of payment processing systems (PayPal, Afterpay, ZipPay, etc.)
Ability to analyze customer feedback and suggest improvements

Technical Requirements:
• USB Headset with Noise Cancellation feature
• Working Webcam
• Computer with at least 1.8 GHz processor and at least 4GB RAM
• Main Internet Service Speed: at least 25 Mbps cable connection
• Backup Internet Service Speed: at least 10 Mbps

Benefits:
• Health Insurance (HMO)
• Performance Incentives
• Job Security and Stability
• Paid Training
• Inclusive Culture
• Upskilling Opportunities
• 100% Work-From-Home
• Exceptionally Supportive Team
• Opportunities for Career Growth
• Fun Work Environment
• Holiday & Overtime Pay

Schedule: US work hours (20-40 hours per week)
Location: This is a remote job

Salary Package (with HMO): 
• Entry Level (1-3 years of experience): Up to PHP 45,000
• Intermediate Level (3-5 years of experience): Up to PHP 53,000
• Expert Level (5+ years of experience): Up to PHP 56,000

Please note:
• Only qualified candidates will be invited to take the assessment & scheduled for an interview.
• We have other vacancies that might interest your friends & colleagues. They can check us out at our Jobs Website.
• You may also refer your friends using our Affiliate Marketing Program and earn up to $30 if your referral is hired.

Required profile

Experience

Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

Order ManagementCustomer EngagementCustomer Relationship ManagementWeb PlatformsNegative FeedbackPayment ProcessingKnowledge Base

Other Skills

  • Troubleshooting (Problem Solving)
  • Customer Service
  • Communication
  • Time Management
  • Organizational Skills
  • Problem Solving
  • Multitasking
  • Teamwork
Are you interested?

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