Deskripsi Pekerjaan
Are you passionate about the e-commerce industry and helping businesses thrive? Fresh Prints is seeking a dedicated Customer/Merchant Support Specialist to join our growing team. In this pivotal role, you will act as the bridge between our innovative testing platform and our valued e-commerce clients.
Your primary responsibility will be to ensure merchants understand how to utilize our tools effectively. From troubleshooting technical glitches to explaining complex features, you will provide top-tier support that drives client satisfaction. We are looking for a proactive problem-solver who can turn technical challenges into seamless user experiences. If you are ready to make a real impact in the world of online retail, we want to meet you.
Tanggung Jawab
- Provide exceptional, empathetic support to e-commerce merchants via email, chat, and phone channels.
- Troubleshoot and resolve technical issues and bugs related to the Fresh Prints testing platform.
- Onboard new clients, educating them on platform features and best practices.
- Document customer feedback, bug reports, and feature requests accurately in the CRM.
- Collaborate with the product and engineering teams to advocate for client needs.
- Maintain a high level of client satisfaction through timely and accurate responses.
Kualifikasi
- Proven experience in customer service or technical support, preferably within the e-commerce or SaaS industry.
- Excellent written and verbal communication skills in English.
- Strong problem-solving abilities with a detail-oriented mindset.
- Familiarity with CRM software and ticketing systems (e.g., Zendesk, Intercom).
- Ability to explain complex technical concepts to non-technical users simply.
- A bachelor’s degree or equivalent professional experience is preferred.