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Customer Service Representative II

Albany, NY
Last Updated: September 3, 2019

About CommerceHub

CommerceHub has been a leader in the ecommerce space for years, helping retailers and brands to Keep Growing. Our team is comprised of talented individuals from a wide range of industry leading companies such as Amazon, eBay, Microsoft, IBM, Yahoo, GE, and more. We're a group of highly driven experts making a difference, whether they are seasoned veterans, or talented millennials establishing themselves. We are always looking for great personalities to grow with us and contribute to our success.

The Role

CommerceHub is a distributed commerce network connecting supply, demand and delivery that helps retailers and brands increase sales by expanding product assortments, promoting products on the channels that perform, and enabling rapid, on-time customer delivery. CommerceHub’s end-to-end solutions are provided through the CommerceHub software platform, a hub that streamlines integration and enables more efficient transactions among the company’s retailer and supplier customers and their other trading partners, while also enabling them to access the online marketplaces, search engines, social and product advertising and other digital marketing channels where consumers browse and buy. CommerceHub’s solutions also help its customers integrate with the third-party logistics providers, including fulfillment and delivery providers that take purchased products to the consumer’s doorstep.

A Customer Support Representative 2 will work in a customer support environment with an emphasis on responsiveness and high levels of customer satisfaction. They will provide support over the phone and in electronic communications. They will be responsible to answer system questions, and troubleshoot to resolve or properly escalate all incoming support inquiries. They will be expected to deliver the highest level of service in the industry.

Essential Responsibilities:

  • Handle inbound email and telephone inquiries related to website support and data file transmissions between CommerceHub and our customers
  • These may include complex or on-going support cases across all trained products
  • Interact with various operational and engineering teams to troubleshoot and resolve complex or ongoing support issues
  • Create internal engineering tickets as required to aid in inquiry resolution
  • Proactively contact customers as needed via phone and/or email in support of their inquiry
  • Act as Subject Matter Expert on support Issues while representing CommerceHub on customer conference calls
  • Keep up to date of new platform features and changes, customer specifications and requirements, and communicate those as needed
  • Maintain ownership of Tickets submitted until resolved or escalated for further research
  • Review case quality for submission to upper management or another internal team
  • Notify Management of trends based on observations and feedback
  • Handle seller content and channel syndication
  • Staff the on-call phone via rotation
  • Proficiency in all Customer Support Representative 1 tasks and responsibilities
  • Achieve quality and contact response/resolution time expectations
  • Other duties as assigned*

 

Desired Skills & Experience:

  • 2-year degree in related field, Bachelor’s degree preferred
  • 2+ years of customer support experience
  • 2+ years of Product or Software Support experience or related work experience
  • Computer literacy skills: file system basics, operating system navigation, conceptual network connectivity, Internet and internet browser literacy
  • Strong written and verbal communication skills, including the ability to appease frustrated or angry customers in a positive, sympathetic, diplomatic way
  • Excellent communication (written and verbal) and problem-solving skills
  • Ability to organize work, prioritize tasks, and manage multiple & changing priorities
  • Ability to write in clear, concise, organized manner with appropriate level of detail
  • Strong understanding of data structures, file formatting (EDI, XML, and Flat File), communication protocols (AS2, FTP, HTTP), and SQL

 

Traits:

  • Customer/Client focus
  • Technical capacity
  • Teamwork orientation
  • Planning/Organizational skills
  • Ability to handle stress well
  • Ability to multitask
  • Upbeat and personable
  • Flexible and able to easily adapt to change

 

*Note: This job description is not intended to be all-inclusive. Employees may be required to perform other related duties as assigned to meet the ongoing needs of the organization. 

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