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CommerceHub is a distributed commerce network connecting supply, demand & delivery that helps retailers & brands increase sales by expanding product assortments, promoting products on the channels that perform, & enabling rapid, on-time customer delivery.CommerceHubs end-to-end solutions are provided through the CommerceHub software platform, a hub that streamlines integration & enables more efficient transactions among the companys retailer & supplier customers & their other trading partners, while also enabling them to access the online marketplaces, search engines, social & product advertising & other digital marketing channels where consumers browse & buy. CommerceHubs solutions also help its customers integrate with the third-party logistics providers, including fulfillment & delivery providers that take purchased products to the consumers doorstep.

A Customer Support Representative 1 will work in a customer support environment with an emphasis on responsiveness & high levels of customer satisfaction. They will provide support over the phone & in electronic communications. They will be responsible to answer system questions, & troubleshoot to resolve or properly escalate all incoming support inquiries. They will be expected to deliver the highest level of service in the industry

Essential Responsibilities:

  • Handle inbound email & telephone inquiries related to website support & data file transmissions between CommerceHub & our customers
  • Provide outstanding level of customer service, willing to go above & beyond for every customer
  • Proactively contact customers as needed via phone and/or email in support of their inquiry
  • Create internal engineering tickets as required to aid in inquiry resolution
  • User management inquiries for all CommerceHub products these topics include but are not limited to, password resets, adding & removing users
  • Maintain ownership of Tickets submitted until resolved or escalated for further research
  • Keep up to date of new platform features & changes, customer specifications & requirements, & communicate those as needed to customers
  • Handle seller content & channel syndication
  • Staff the on-call phone via rotation
  • Achieve quality & contact response/resolution time expectations
  • Other duties as assigned*

Desired Skills & Experience:

  • 2-year degree in related field, Bachelors degree preferred
  • 1+ years of customer support experience
  • 1+ years of Product or Software Support experience or related work experience
  • Computer literacy skills: file system basics, operating system navigation, conceptual network connectivity, Internet & internet browser literacy
  • Strong written & verbal communication skills, including the ability to appease frustrated or angry customers in a positive, sympathetic, diplomatic way
  • Excellent communication (written & verbal) & problem-solving skills
  • Ability to organize work, prioritize tasks, & manage multiple & changing priorities
  • Ability to write in clear, concise, organized manner with appropriate level of detail

Traits:

  • Customer/Client focus
  • Technical capacity
  • Teamwork orientation
  • Planning/Organizational skills
  • Ability to handle stress well
  • Ability to multitask
  • Upbeat & personable
  • Flexible & able to easily adapt to change

*Note: This job description is not intended to be all-inclusive. Employees may be required to perform other related duties as assigned to meet the ongoing needs of the organization.

 
 
 
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