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Technical Customer Care Rep

Shopventory


3 days ago

Job type: Full-time

Remote (USA Only)

Hiring from: USA Only

Category: Customer Service


Shopventory exists to help retailers and merchants run a healthy business by offering inventory management and reporting tools they need to make informed decisions.

The product is robust, and the troubleshooting can get technical and happens across multiple platforms. This means trained support experts are a must. Helping retailers reach their goals is not easy, but it's what we do every day! So we're looking for generally awesome, tech-savvy people to help us out! 😃

In the Shopventory Customer Care Team, you'll be helping our customers (and prospective customers) navigate our system via live chat, email, and some phone calls. As you gain a better understanding of Shopventory, you'll be encouraged to grow and offer more contributions to help the company grow and develop a better product. Shopventory gives you the chance to make a real impact and expand your role.

 

The Job:

A small percentage of Shopventory’s users require more advanced troubleshooting - and that’s where you come in. This is when the errors aren’t handled and displayed to the customer, or in some cases to the customer care team, and other times when the error message can be retrieved by our team but needs to be interpreted by someone who understands the stack trace.

You will need to…

Familiarize yourself with Shopventory’s data models and processing

  • How we represent a product in the database, or an account, user, integration, etc.
  • How we process and display our own data
  • How we interact with our partner integrations (APIs and web hooks)
  • How each piece of the puzzle serves the purposes of the business as a whole

Deal with frontend errors. These are typically javascript, and involve checking the Console and clicking through to see where things broke down.

Deal with backend errors:

  • Checking API call and response on the Network tab. Was the call formulated correctly? Did it come back differently than expected, or not at all? Requires some familiarity with status codes (400, 404, 500) and query strings.
  • Checking error logs. Read the stack trace to find out what failed (and ideally why).

Work under pressure with teammates and customers on a wide spectrum of technical ability. Your colleagues in customer care understand the technical nuances of our app to varying degrees, as do our customers. You should be able to distill your understanding into simple, actionable steps, and interact with patience and kindness even when the customer is upset.

Escalate issues in a way that’s easy to reproduce or understand., And, communicate with the responsible engineer to discuss ticket updates, prioritization, and make sure everyone is on the same page between engineering and the end customer.

In addition, you will also be in charge of communicating with the Tier 2 developers. When there is an issue customer care cannot solve or a bug requiring development work, it will be escalated through the technical CC rep to the engineering team. And you will work with the engineering team to bring about a solution. This means you will meet with the engineering team daily.

 

The Ideal Candidate:

You like people and are passionate about your customers having a great experience.

You have 2+ years of prior experience in Customer Service and/or a technical role in the SaaS industry.

You aren’t scared of using developer tools and looking at the browser console. You are tech savvy and can help other care team members with code-based troubleshooting and interpreting errors in the logs. Maybe you've even done some coding yourself, let us know!

You have superior communication skills - writing will be most of your job.

You know how retail and running a business works - Whether a store or a restaurant or a fashion boutique, you've got a better-than-average grasp of the challenges facing the average business and its inventory management.

You are a problem-solver.

You question the status quo - The Shopventory team isn't like most other companies. You're expected to speak up, disagree, and challenge the way things are done whether it's to your direct manager or the CEO.

You play well with others - Even when questioning the status quo, you still work within the team. We're friendly and respectful with each other here at Shopventory. We work hard to foster just the right balance.

You can embrace the occasional "grind" - We have fun doing what we do and helping business owners realize their dreams is exciting. But even doing something exciting can get repetitive at times.

You are diplomatic - Shopventory strives to be both robust and user-friendly. We rely on customer feedback to help guide our design, but sometimes a customer request just isn't in the cards in the foreseeable future. You can make someone feel heard and validated without making promises and communicate relevant feedback effectively.

You get to the root of the issue - You go after the full picture. If a customer requests a feature, you ask why and what they're trying to accomplish. There may be an existing feature that will meet their needs in a different way. Data is helpful, but useless without context. You ask the questions that will put you in a position to have all the facts before you proceed.

 

Bonus points for:

Experience with Intercom, Datadog, Django, JIRA/Atlassian, writing code or working in code

Technical troubleshooting experience

Experience in tech startups, SaaS and/or retail

Spanish speaking

 

Requirements

Priori experience or education in technical support

 

Benefits

  • Medical, Dental and Vision Coverage
  • 401(k) Savings Plan with Discretionary Match
  • Fifteen (15) Paid Days Off First Year of Service
  • Twenty (20) Paid Days Off after 1 Year Anniversary
  • Nine (9) Paid Holidays
  • Tuition Reimbursement
  • Recruitment Referral Bonus
  • Stock Options
  • Consideration for Discretionary Performance Bonus
  • First Performance Review after 90 days, annually thereafter
  • Work from home and skip the commute, or come join us in the office in the Denver Tech Center
  • Company provided computer & accessories
  • Flexible Spending Account (FSA) for healthcare and daycare expenses

 

Salary Range: $48k-68k

This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience, and other relevant factors.

Shopventory is proud to celebrate diversity and is committed to building an inclusive workplace.

Before you apply, please check if any restrictions apply in terms of time zone or country.

This job has a geo-restriction in place: USA Only.

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