Customer Support Specialist

We are ContentSpeed, and our ongoing focus is to build THE industry-leading eCommerce platform that keeps customers coming back. We believe that things are better when each and every one of us is working towards the same set of goals, and we are beyond excited that you’d consider joining us on our mission.

 Welcome to ContentSpeed!

We are looking for a talented customer-centric individual to join our growing Customer Support team. You will deliver a “wow” support experience for our customer, owners and administrators of online shops developed on our Platform. e are a down-to-earth, fun, caring group of people who love to Wow our customers and own it. We are looking for our next teammate who genuinely cares about providing a quality experience to customers and teammates alike!

our Impact on Our Mission

• Objective (why does the role exist)

Serve as the face of our company creating “raving fans” of our customers by offering assistance and technical support in successfully using our product.

• Key Result (how does the role contribute to our mission)

You contribute to our mission by driving Customer Satisfaction and Product Adoption making it easy, delightful and meeting the needs of our customers.

• Key Result (how will it be measured)

Success is measured through customer satisfaction rate (NPS), average response time, number of closed tickets, end of month number of unsolved tickets.

Who You Are

• Caring. You care for our customers and it makes your day to be the best part of theirs!
• Ownership Mindset. You take personal responsibility for helping our customers find the answer.
• Technically Adept and product minded with the ability to learn our product and provide the way to our customers.
• A communicator who can answer product questions with an easy to understand simple approach and in a non-technical manner.

Daily Life

• Interact with customers on the phone, over email, and via Kayako help desk application to resolve their issues accurately and in accord with their SLA.
• Troubleshoot common eCommerce issues with product documentation, shopping carts, marketplaces, shipping settings, payment settings, and checkout issues.
• Educate customers on key aspects of their service during interactions and by creating content for our knowledge base.
• Coordinate with the team to keep data on customer interactions and continuously improve our processes and efficiency.
• Create, update, and maintain detailed technical description of our ecommerce modules and features.
• Conduct QA testing, follow-up to resolve issues
• Handle any special projects that may be assigned to the e-commerce operations

What You Have

• A passion for providing awesome customer service and patience to work with any type of customer.
• Basic knowledge of HTML, CMS, Adobe Photoshop knowledge a plus, B2B, integration ERP-eCommerce
• Ability to be on the phone, email and chat.
• 2-3 years hands on experience in an eCommerce environment is required (Multi-Channel experience preferred).
• A technical experience with websites
• Familiarity with modern website technologies.
• Prior experience working in a technical customer support environment, and can lend your insight into processes, communication, and escalation procedures.
• Experience with Google Analytics and Google Search Console
• Experience working cross-functionally with marketing, web developers/project managers as needed.

• Demonstrated ability to successfully multi-task; this role will involve navigating and diagnosing website experiences while maintaining focus on the customer and their immediate needs.
• Ability to quickly pick up a variety of software applications

Ideally, you also have (optional)

• Experience with SEO or SEM
• Experience with Marketplaces (eMag/) is a bonus!
• This role can grow into an Implementation Manager, Customer Success Manager or Tier II Technical Support.

We Offer

• Competitive salary offered, based on applicant skills and experiencenbsp;
• Privat Medical Insurance - Medicover 
• Paid Holidays, 21 days every year
• Recognition and Rewards for a job well done
• Casual Dress where Jeans are welcome

• The opportunity to make a difference in a fast-growth startup environment with potential for growth
• A fun and focused atmosphere where we think big and own it together
• A great space with food
• Fruit Days
• Soccer &Beer Nights
• Teambuilding programs