We're looking for a technical support star to join our growing team. Please, check out job description below:
About Us
Storemapper is a store locator solution for e-commerce and Multi-Location businesses. We provide three basics features to our clients: a store locator widget they can embed on their website with no coding required, an app for uploading/cleaning and managing their retail location data, and tools to track and analyze search data to plan their retail location strategy.
We are a fully remote team so you can work from anywhere and are super flexible on hours. The Storemapper team is friendly and ready to share our knowledge with you, while providing all needed tools and support to ensure your success.
Role Description:
This role is primarily about providing great customer support, but you may get questions that require some basic front-end technical knowledge. You need to know how a web page works, what is HTML & CSS.
Working Hours:
20 hours per week (Monday - Friday, 4 hours per day during 9a - 5p US Eastern Time ) You can spread your hours across the day at your convenience. One rule is to have morning and afternoon-evening shifts available to ensure tickets are handled efficiently, regardless of the time they hit the support desk.
Responsibilities:
The primary responsibility is to resolve how-to & basic technical support tickets from our customers. Storemapper has a long reputation for excellent and friendly customer support. Most of the customers questions will be about how to use our store locator app. We have extensive internal documentation and processes to help you learn the app, (inside and out).
Our business also involves adding a widget to the customer’s website so around 25% of the customer support tickets may involve help resolving CSS errors on their site. Some degree of front-end development knowledge is required here. If you know how a web page works, HTML & CSS mainly, then you should be fine.
In addition you may be asked to do the following:
- Raise bugs against dev team in Trello and test fixes as they go live;
- Add small how-to articles & FAQs to our support portal;
- Reporting: Fill into bi-weekly/monthly reports on the support work done.
Other Info:
We’re looking for problem-solving minds, people with excellent communication skills and willingness to learn.
Support is done exclusively via Intercom email/chat so no phone calls are required at that point of time, but may be added in future.
Please submit your resume and hourly rates desired to help@storemapper.co
Looking forward to welcoming you in our team!
