Technical Support Engineer (Ireland)

Overview
In a Technical Support role for our Services team, you are responsible for supporting our customers and delivering a world-class support experience. You work closely with store owners to troubleshoot and resolve issues via email, live chat, and occasional phone calls. 
Please note- this role is a remote contract role based in Ireland.

What you'll do
Live by and champion our core values: #accountability, #collaboration, #iteration, #details

Use your technical expertise and customer service skills to resolve questions and issues for our online merchants

Communicate clearly in writing to both technical and non-technical people

Communicate clearly in writing in a timely manner via live chat

Communicate clearly and effectively via phone with customers on the premium plan

Identify patterns, recommend improvements, and filter out unimportant issues

Contribute to the ongoing development of documentation and best practices

Assist with successful on-boarding of new customers

What you'll bring
Proficiency with a ticketing technology platform: i.e. HelpScout, Zendesk preferred

Resourcefulness: you'll figure out what needs to be done, and you find ways to make it happen

A passion for problem solving and the humility to ask for assistance

A sense of urgency and a satisfaction from going above and beyond to provide solutions

Ability to work remotely and desire to make an impact at a boot-strapped start-up

Excellent customer service and English fluency (written and spoken)

A 'winning as a team' attitude and a polite, patient, caring, calm and professional demeanor 

Basic knowledge of HTML, CSS, Javascript (knowledge of other programming languages a plus)

Ability and desire to work flexible shifts shifts

2+ years of experience in technical customer support at a SaaS company, or similar