7 Jun 2012
Full-Time eCommerce Customer Support Specialist
NitroSell is expanding its team of customer-focused eCommerce Specialists and Consultants. We’re looking for outgoing, friendly people with experience in both the retail and technology industries. The role offers exceptional benefits and scope for advancement in an exciting eCommerce company!
PLEASE NOTE: This is a telecommute position but we are searching for someone located in the US, preferably in the Eastern or Central time zones for client service purposes. This is not a software engineering position.
Providing standard and premium support to new and existing customers through our portal and by phone
Assisting the sales team in any pre-sales enquiries, with a view to satisfying prospects’ requirements in terms of ‘solution selling’, preferably in a pro-active way — this may relate to web design / UI customization, how best to use individual features of the store to meet general business goals, how best to approach a new webstore from an SEO/SEM perspective, etc.
Delivering both free and paid implementation consulting to retailers and dealers, using implementation best practices and guidelines, ensuring customers get their webstores online as quickly and effectively as possible, thereby helping them maximize their return on investment (ROI)
Helping to improve our CS processes and policies by continually evaluating existing approaches, and by suggesting, documenting and applying new approaches
Responsible for documenting technical features of our software and services, mostly in our portal’s knowledge base; this includes screen-recorded demonstrations (screencasts) and live video demonstrations
Providing written contributions to our blog and web site for marketing and PR purposes
Helping with any general IT issues that arise
Proven web experience either through web site implementation, design, or both
Practical retail experience through working in a store, or helping to manage a store’s infrastructure, with knowledge of or experience with electronic point-of-sale systems
Basic understanding of AdWords and other pay-per-click ad services, which will form a basis for a broader skillset for delivering SEM services
Basic web scripting language experience is desirable but not required to better understand our bespoke eCommerce Scripting Language: NitroScript
Must have excellent verbal and written communication skills
Pro-active: uses initiative
Methodical and concise approach to problem solving, with proven problem-solving abilities
Ability to work effectively in teams
Comfortable working with and learning new software platforms and applications (different versions of Windows, different point-of-sale systems, etc.)
Willingness to learn new skills and continually improve on existing skills
A university-level degree, from a recognized institution, in computing, IT, or a related discipline is preferred. Candidates with more general qualifications may be considered given appropriate and relevant experience in retail / ePOS / eCommerce.
Negotiable based on qualifications