Support Engineer

Website ReCharge Payments


In a Support Engineer role based remotely in our Customer Success team, you’ll be responsible for supporting our customers and delivering a world-class support experience. You’ll work closely with store owners to troubleshoot and resolve issues via email, chat, and occasional phone calls.

What You’ll Do
Live by and champion our values: #day-one, #ownership, #empathy, #humility.
Use your technical expertise and customer service skills to resolve questions and issues for our online merchants.
Communicate clearly in writing to both technical and non-technical people.
Document and build new tools to improve support flows.
Identify patterns, recommend improvements, and filter out unimportant issues.
Author documentation for our customer-facing Help Center.
Assist with successful on-boarding of new customers.
What You’ll Bring
2+ years of experience in technical customer support at a SaaS company, or similar
Proficiency with a ticketing technology platform: i.e. HelpScout, Zendesk preferred
Resourcefulness: you’ll figure out what needs to be done, and you find ways to make it happen
A passion for problem solving: an excitement for a tricky problem or a new challenge
A sense of urgency and a satisfaction from going above and beyond to provide solutions
An exceptional eye for detail and excellent organizational and communication skills
Ability to work remotely and desire to make an impact at a high growth company
Excellent customer service and English fluency (written and spoken)
A ‘winning as a team’ attitude and a polite, patient, caring, calm and professional demeanor 
Basic knowledge of HTML, CSS, Javascript (knowledge of other programming languages a plus)
Ability to work flexible shifts

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