Product Support Specialist

1 week ago

Toronto, Canada Bold Commerce Full time

**Who is Bold Commerce’s Shopify Division?**

Since 2012, Bold’s Shopify Division has been at the forefront of Shopify app development, dedicated to fostering brand growth by boosting the platform’s capabilities with top-notch service. With over 760,000 merchants served, we remain dedicated to shaping the future of eCommerce within the Shopify ecosystem.

Named one of Built In Austin’s Best Places to Work, Canada’s Top Employers for Young People, and Manitoba’s Top Employers, we're a dynamic team that truly cares about building the future of ecommerce. We live by the BUILDERS Code, a shared set of practices, beliefs, and values that help shape our 100% remote company.

With team members (Builders) located throughout Canada and the U.S., and backed by investors like OMERS Ventures, WhiteCap Venture Partners, and Round13 Capital, Bold is leading the way to a better ecommerce future.

**About the role**

Bold Commerce is looking for a Product Support Specialist to deliver exceptional service and help customers fully optimize their e-commerce experience. This role involves empowering merchants to become self-sufficient, providing timely and effective solutions, and serving as a valuable resource to drive revenue growth while saving them time and money.

**What You’ll Do**
- Prioritize and resolve tickets swiftly, focusing on first-contact resolution.
- Serve as a Bold ambassador, enhancing customer satisfaction and fostering brand loyalty.
- Address and resolve technical, billing, and account issues through direct interaction.
- Tailor solutions based on a thorough understanding of customer businesses and offer e-commerce best practices.
- Stay updated on product advancements and e-commerce trends.
- Support pre-migration, pre-sales, and customer onboarding processes.
- Triage and manage urgent support issues, escalating or de-escalating as necessary.
- Collaborate with internal teams to ensure a seamless customer experience.
- Maintain professionalism in all interactions with customers and departments.

**What we’re looking for**
- Minimum 3 years of experience in technical support or a similar role.
- Skilled in managing multiple live chats simultaneously.
- Experience with web technologies such as HTML, CSS, and JavaScript.
- Knowledge of Liquid code (Shopify).
- Excellent written and verbal communication skills.
- Strong technical aptitude with the ability to utilize self-service resources effectively.
- Capable of thriving in a fast-paced environment while maintaining patience and empathy.
- Experienced in de-escalating complex situations and handling difficult conversations with professionalism.
- Strong customer relationship skills and critical thinking abilities.
- Passionate about e-commerce and providing tailored solutions to meet merchant needs.

**Our Investment in YOU**

Benefits designed to support your well-being and happiness:

- **Competitive compensation** that reflects your experience and skills
- Employer Paid **Health & Dental Benefits, Virtual Care, & Disability** top-up - starting day 1
- Virtual mental health and EAP platform for support anytime
- Annual **Health Benefit ($1,000 per year)** to help you thrive
- Working remotely - anywhere in Canada & the United States
- **Employee Options**to help you grow with us
- Flexible work hours
- Annual **Bonus** Program aligned to your Job Level
- Competitive paid vacation days (starting at 3 weeks)
- Employer Paid Employee & Family Assistance Program (EFAP)

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