Technical Support Specialist

CartStack

Job Description

As a technical support specialist, problem-solving, clear-communication, and tech savviness are your strongest traits! You will be the voice of CartStack's support channel (email, chat, & phone) in your quest to WOW customers by exceeding their expectations :)

CartStack is a growing SaaS startup that offers a cart & visitor abandonment solution for e-commerce and reservation websites. Our mission is simpleā€¦. Be known as the most powerful visitor abandonment recovery solution in the world!

Check out our company values page here - http://www.cartstack.com/values/

Responsibilities you will own:

  • Respond to and resolve customer questions via livechat and email (and every once in awhile, phone)
  • Review new customer's websites to make sure our tracking code (javascript snippet) is integrated properly (you will need to be proficient with HTML and basic JavaScript)
  • Pro-actively helping new trialers get onboarded with their new accounts
  • Assist in developing first-class content for our help docs website
  • Review existing customer accounts for any issues or possible account optimizations
  • Reach out to customers about referrals and testimonials
  • Come up with and execute random acts of kindness for our customers :)

This is a contract to full-time hire position. We would like you to start out with a 90 day contact and if we are a good fit for each other, we'll move into a W2 position + benefits (for US based employees).

Requirements:

  • You must be self-motivated, detail-oriented, empathetic, and passionate about about helping people
  • You love to solve complex, technical issues
  • 1 + years of customer support experience (Bonus if it's for a SaaS company!)
  • Foundational understanding of HTML and JavaScript
  • Experience working in a remote environment
  • College educated
  • Fantastic writer and communicator
  • Access to high-speed internet

Benefits:

  • Remote work and flexible schedule (save a couple thousand dollars a year in commuting costs and 100+ hrs each year)
  • We genuinely care about our employees/contractors and their happiness in their every day work
  • Chance to step in and have a big impact on a growing SaaS company
  • A fun, relaxed company culture (Skype happy hours every month!)
  • Annual team trip where we meet in person for work and fun!
  • We focus on learning and personal/career growth ($100/mo budget for learning / books / courses)
  • Competitive compensation (w/ opportunity for growth related bonuses)
  • When (and if) you transition to a full-time employee you would receive health and dental insurance + some other perks