Location:
Remote
Compensation:
$1,500 USD per month
Reports To:
Operations Manager
About
is a leading e-commerce provider specializing in a comprehensive range of security and access control products, including gate openers, surveillance systems, and high-tech safety gear.
We are committed to providing our customers with a seamless purchasing experience and exceptional post-sales support. We are looking for a dedicated, highly organized, and motivated Remote Customer Support Specialist to join our growing team.
The Role:
Customer Support Specialist
The Customer Support Specialist is the primary point of contact for our customers, focusing on providing timely, accurate, and empathetic support regarding orders, shipping, and general product inquiries.
This role is crucial in maintaining high customer satisfaction and requires a sharp eye for detail and strong problem-solving skills.
This is a non-technical support role; product troubleshooting is handled by a separate Technical Support team.
Key Responsibilities
Multichannel Communication:
Manage high-volume inbound customer interactions across all channels, including phone calls (using RingCentral), email, live chat, and text messages.
Order Management & Logistics:
Handle all inquiries related to order status, shipping issues, routing, tracking, and delivery discrepancies.
Returns and Exchanges:
Efficiently track product returns and exchanges (RMAs) according to company policy.
Financial & Administrative Tasks:
Assist customers with questions regarding tax exemption forms (utilizing Avalara), stocking/inventory status, and general billing questions.
System Proficiency:
Accurately log, update, and manage all customer interactions within our core systems, primarily Odoo (ERP) and Gorgias (Helpdesk).
Product Curiosity:
Develop familiarity with our security product catalog to confidently answer non-technical questions and efficiently route complex technical inquiries to the appropriate team.
Continuous Improvement:
Identify and report recurring customer issues or trends to the Operations Manager to help improve processes and documentation.
Required Qualifications and Skills
Minimum Requirements
A minimum of 2 years of experience in a high-volume Customer Service or Customer Support role, preferably within an e-commerce environment.
Must possess a strong, reliable internet connection and an adequate computer system suitable for a full-time remote role (video conferencing, quick system switching, etc.).
Excellent proficiency in the English language (written and verbal).
Technical Proficiency
Demonstrable experience with modern CRM/Helpdesk software (e.g., Gorgias, Zendesk, Salesforce).
Familiarity with e-commerce platforms like Shopify.
Experience or comfort working with an ERP system (e.g., Odoo, NetSuite, SAP).
Proficiency with communication tools like RingCentral and collaboration tools like Google Workspace (Sheets, Docs, Gmail).
Experience with tax compliance software like Avalara is a strong plus.
Core Competencies
Problem-Solving & Critical Thinking:
Ability to quickly analyze a customer's situation, determine the root cause, and implement the best solution.
Attention to Detail:
Meticulous approach to order processing, logging notes, and managing multiple system entries simultaneously.
Adaptability:
Eagerness to learn new products and technologies within the security equipment industry.
Benefits and Perks
Fully Remote position (Work from anywhere).
Two (2) weeks of paid time off (PTO) annually.
Opportunity to work with a fast-growing e-commerce leader in the security sector.