Senior Technical Support Engineer
Vancouver, BC or Remote
In a Senior Technical Support Engineer l 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
- Ability to work flexible shifts
Who We Are
Since 2014, ReCharge has helped over 15,000 merchants launch and scale their subscription business. Be it a curated monthly box, recurring necessities or access to exclusive perks, ReCharge powers billions of dollars in annual processing for nearly 30 million consumers. Our remote-first team of 250+ is building the future of subscription commerce. Come join us on our mission to connect and empower the world through payments.
ReCharge Payments is an equal opportunity employer. In addition to EEO being the law, it is a policy that is fully consistent with our principles. All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability, or other protected status such as race, religion, color, national origin, sex, sexual orientation, gender identity, genetic information, pregnancy or age. ReCharge Payments prohibits any form of workplace harassment.
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