Ecommerce Support Specialist
WineDirect
- Vancouver, BC
- Permanent
- Temps-plein
- Work in a team with Customer Success Specialists who provide exceptional first-level client support on our e-commerce platform via email, telephone, and live chat.
- Take ownership of all client communications all the way to resolution and provide timely client updates along the way.
- Resolve tickets and document interactions using our Salesforce community engagement platform.
- Be an advocate for our clients, and work collaboratively with other departments within the organization to find solutions to problems and ensure the timely resolution of escalations.
- Be willing to learn new technical skills.
- Eager to advance in the role by taking on more complex problems and independently search for solutions.
- Promote our service to clients by offering help and assistance, as needed. Create new feature requests as they arise and keep clients updated with progress, as we continue to enhance our platform.
- Form long-lasting relationships with our clients, and work hard to ensure that our platform helps them meet and exceed their goals for success.
- Other duties as assigned.
- Experience with Hubspot, Intercom, Jira, Microsoft Office, HTML, CSS, JavaScript and SQL is desired.
- Previous experience in the wine industry, or relevant.
- Previous experience with the WineDirect platform is a plus.
- Tech Savvy: You are not afraid of technical challenges. You enjoy investigating technical issues and creating technical solutions.
- Awesome Communicator: Generalist skills in communication with an emphasis on writing and telecommunications.
- Rockstar Problem-Solver: Demonstrates critical thinking, initiative, creativity, and resourcefulness. You are proactive, not reactive and are driven to find lasting solutions.
- Service Driven Mindset: Helpful, courteous, caring, patient. Proven ability to exercise judgement, tact, diplomacy, and discretion.
- Autonomous: Strong ability to work independently and practice superb time management skills. Self-motivated and comfortable taking initiative.
- Attention to Detail: Keen attention to organization and detail. You notice and address the little things that make clients happy.
- Level-headed: Able to handle a very high volume of client communications and stay calm during high-stress situations.
- Team-Oriented: Strong understanding of Marketing, Communication, Sales, and Customer Success. Ability to develop strong relationships with teams.
- You will have the ability to transform the wine industry by facilitating winery's ability to sell their products globally
- You'll get to work with and support a stellar group of people who work together to care for our clients and their customers
- You'll be empowered to make decisions, both to get the job done and to further your career
- We have a competitive compensation package including medical, dental and vision coverage as well as Life, Long Term Disability and AD&D at no cost to the employee and a 401(k) plan.