Part-Time, Tier 1 Support Guide for a Cloud-based Multi-channel eCommerce company (Remote)
MFR: 449208
Is This YOU? Then We Want to Meet You!
Are you a natural problem solver who thrives in the fast-paced world of eCommerce and SaaS? We are looking for a customer-focused Tier 1 Support Guide to act as the first line of support for online merchants, resolving technical inquiries quickly and delivering an exceptional experience. If you're eager to help digital sellers manage listings, inventory, and orders while elevating your customer support career, we want to hear from you!
Requirements
A reliable computer (at least with Windows 10 and i5 processor), a stable high-speed internet of 100 MBPS connection and back up for both.A quiet, cozy workspace to handle calls and chats like a pro.
How to apply
Start your skill assessment by clicking here: 👉 Skill Assessment Form
What Happens Next
Due to the volume of applications, we're only able to reach out directly to candidates we're inviting to the next interview call. We really appreciate your interest and time.
Is This YOU? Then We Want to Meet You!
Are you a natural problem solver who thrives in the fast-paced world of eCommerce and SaaS? We are looking for a customer-focused Tier 1 Support Guide to act as the first line of support for online merchants, resolving technical inquiries quickly and delivering an exceptional experience. If you're eager to help digital sellers manage listings, inventory, and orders while elevating your customer support career, we want to hear from you!
Requirements
- 1+ year of customer support experience, preferably in SaaS, eCommerce, or technical support.
- Familiarity with online marketplaces (Amazon, eBay, Etsy, Walmart) and how sellers manage listings, inventory, and orders.
- Strong written communication skills with the ability to handle primary async chat and email-based support.
- Proven ability to troubleshoot technical issues methodically (API connections, data syncs, browser-based applications).
- Comfort working with multiple support and admin tools simultaneously.
- Customer-first mindset focused on first-contact resolution.
- Experience with multi-channel eCommerce platforms, SKU management, inventory sync logic, FBA (Fulfillment by Amazon), or 3PL integrations (ShipStation, Flexport) is preferred.
- Familiarity with subscription billing systems (e.g., Recurly, Stripe) and CRM/messaging platforms (e.g., Intercom) is a plus.
- Basic understanding of APIs, webhooks, and cloud-based integrations preferred.
- Provide frontline async chat and email support to merchants while maintaining fast response times and high satisfaction scores.
- Troubleshoot core product issues including inventory sync discrepancies, listing errors, channel connections, order management, and shipping integrations.
- Support integrations across major marketplaces and shopping cart platforms (Shopify, WooCommerce, BigCommerce).
- Guide merchants through billing and subscription inquiries, including plan modifications and invoice issues.
- Assist trial merchants during onboarding with setup, catalog creation, SKU management, and initial inventory syncs.
- Utilize internal admin tools, knowledge bases, and ticketing platforms to diagnose and resolve merchant issues efficiently.
- Escalate complex API-level failures, data integrity concerns, or platform bugs to Tier 2 support or engineering teams.
- Help maintain documentation by identifying knowledge base gaps and flagging recurring issues.
- Maintain an average response time of under 5 minutes on customer chats.
- Achieve and sustain a CSAT score of 95% or higher.
- Consistently resolve merchant inquiries on the first contact while delivering accurate technical troubleshooting.
- Proactively identify knowledge base documentation gaps in monthly summaries.
A reliable computer (at least with Windows 10 and i5 processor), a stable high-speed internet of 100 MBPS connection and back up for both.A quiet, cozy workspace to handle calls and chats like a pro.
How to apply
Start your skill assessment by clicking here: 👉 Skill Assessment Form
What Happens Next
Due to the volume of applications, we're only able to reach out directly to candidates we're inviting to the next interview call. We really appreciate your interest and time.