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CommerceHub provides hosted integration, drop ship fulfillment & product content mgmt.
Albany, NY    Posted: Thursday, December 06, 2018
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As a Customer Support Representative, you will provide support to our clients via multiple communication channels (phone, email, live chat). We're looking for tech-savvy, highly motivated individuals with a knack for problem-solving who want to impress clients with exceptional, immediate, & personalized support communicated with sincerity & enthusiasm. The ideal candidate is friendly, personable, maintains a positive attitude at all times, & goes above & beyond for our customers.

Specific Duties:

The Customer Support Representative is responsible for:

  • Handling inbound email & telephone inquiries related to website support & data file transmissions between CommerceHub & our partners
  • Sending outbound communications to supplier partners regarding file or communication failures
  • Tracking & monitoring client-facing issues using ticketing software
  • Alerting management to trends based on client feedback
  • Rotating on-call support for after-hours coverage on a monthly basis
  • Going above & beyond to resolve support issues for clients
  • Interpreting customer requests & issues, & presenting them to internal teams for product improvements
  • Being proficient in at least 2 products offered by CommerceHub


Successful candidates for the position must meet the following requirements:

  • Applicants must be able to work an evening shift of 11-8pm, Monday thru Friday (includes a shift differential)
  • Associate's degree in related field; bachelor's preferred
  • 1+ years' computer/technical experience
  • 1+ years' technical customer service experience
  • Excellent problem-solving skills
  • Excellent verbal & written communication skills; able to write in a clear, concise, organized manner with appropriate level of detail
  • Ability to organize work & multi-task
  • Experience with:
    • Windows computing environment & MS Office
    • Ticketing & CRM software preferred

Additionally, knowledge of and/or experience with the following is a plus:

  • EDI, XML, flat files
  • AS2, FTP, & HTTP communication protocols
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