Technical Support Specialist
Bold Commerce
Winnipeg, MB
9h ago

About the role

Who is Bold Commerce?

Named one of North America’s fastest-growing companies by Deloitte, Bold Commerce provides innovative ecommerce technology for businesses of all sizes.

We believe Bold brands should have the ability to create and customize powerful transaction experiences across all channels.

Staples Canada, Vera Bradley and Harry Rosen are among the 90,000+ brands in over 170 countries that trust Bold’s suite of ecommerce tools to power their online stores every day.

We're made up of more than 400 professionals (and growing) who live and breathe ecommerce, and truly care about what we do.

We call ourselves Builders. Here at Bold, we live by the , our shared set of practices, beliefs, and values that help to shape this dynamic company.

At Bold, our merchants are the heart of our business. Our Merchant Success Specialists are on the front-line and experience the challenges and victories alongside our merchants, in real time.

This role is integral to our mission, as with everything we do at Bold, we are empowering entrepreneurs to achieve success.

This is a very fast paced environment so we are looking for someone who can keep up with the needs of our merchants. No two days are ever the same so being adaptable, flexible and having the ability to pivot is required.

As a Merchant Success Specialist, you will have the opportunity to truly make an impact; this is no small feat, but we believe in supportive teams and collaborative work environments, so our promise is that you will always have the resources and community to help you succeed.

If you are passionate about delivering industry leading experiences and excited to be part of the tech industry, we’d love to hear from you!

This is a remote position.

What you'll do

  • Provide industry leading support to our ever-growing merchant base with with your customer service, problem solving and technical support capabilities
  • Guarantee merchants get a quick response by prioritizing your assigned tickets; and decrease volumes by striving toward first-contact resolution
  • Offer flexible support via chat, phone calls, emails as needed
  • Act as an ambassador of Bold and our suite of offerings by improving customer satisfaction and creating lifelong promoters of our Bold brand
  • Engage in human to human conversations with our merchants to identify and resolve technical issues, or common billing, invoice, and account issues
  • Collaborate with internal teams to triage urgent support issues and escalate / de-escalate issues as needed while owning the issues through resolution
  • Act as a business coach by advising merchants on eCommerce best practices and understanding the merchant’s business holistically when offering solutions
  • Display high levels of professionalism with departments inside and outside of merchant success
  • Continuously learn using a variety of methods to stay ahead of the curve with product advancements and eCommerce best practices
  • What we're looking for

  • A work ethic that demonstrates dedication and commitment to Bold’s mission and belief in our
  • Minimum of 3-5 years in a similar role is required
  • Experience in phone, email, and chat based technical support or contact centre is required
  • Ability to successfully manage multiple live-chats simultaneously is required
  • Experience with web-based languages (HTML, CSS, Javascript, etc) is required
  • Excellent written and verbal communication skills are required
  • Strong technical aptitude is required
  • Exceptional ability to utilize self-service resources to find solutions
  • Ability to thrive in a fast-paced environment while delivering a high level of understanding, patience and empathy to the merchant and being able to navigate more difficult conversations / interactions with professionalism
  • The ability to support merchants using strong customer relationship skills and exceptional critical thinking and soft skills with experience in de-escalation
  • Passion for eCommerce and providing unique solutions to best fit each merchant
  • Ability to work remotely, based in Manitoba, Canada
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