Customer Support Specialist

At Volusion, we make products that people love. Our teams are dedicated to providing SaaS commerce solutions and services for all business types, ranging from startups to large enterprises. If you are the kind of entrepreneur that loves working in teams, has a passion for driving positive change, and wants to change the world with your ideas, we want to hear from you.

The rundown:

As a Commerce Consultant (Customer Support Specialist), you will guide our merchants through any questions or challenges they may face with their online store. Every call, chat or ticket is an opportunity to educate our merchants on our industry leading ecommerce software. There are times when you won’t know the answer, so we are looking for folks who are up for a challenge and are naturally curious.

• You must have a secure connection to the internet and be able to work from home using a company issued laptop during your shift.
• Ability to work autonomously will be very important for this position.
• This is a full time position.
• Please read below for SHIFT AND COMPENSATION information.

**Volusion is located in Austin, TX. This position is a hybrid role, we are interested in candidates who would be able to work on site 2-3 days per week.**

You will:

• Respond to customer inquiries via phone, chat session or CRM ticket
• Meet and exceed service level goals set for the Customer Experience team
• Proactively communicate with customers to help them understand the inner workings of our products and services
• Troubleshoot customer issues pertaining to product usage and configuration
• Troubleshoot possible flaws with web-based software product
• Learn so much about our ecommerce platform that you will be able to create and run your own store!

Shift/Hours:

• The first 2-3 weeks in the position will hands-on training. During this training period, your schedule will be Monday-Friday, 8am-5pm.
• After training is complete you will be assigned to ONE of the following shifts:
  • M-F 8am-5pm
  • M-F 9am-6pm
  • M-F 10am-7pm
  • M-F 11am-8pm
• We will try to accommodate your first choice, however please note that shift preference is not guaranteed.

Compensation:

• Starting pay is $16.50 per hour . This is a full time position.
• You have the opportunity to increase your pay if you are hitting your metrics for 90 consecutive days.

We are looking for someone with:

• 1 year of recent call center experience
• General proficiency with internet and technology
• Ability to communicate in a clear and logical fashion (verbally and in writing)
• Ability to identify, prioritize and solve problems instead of merely answering questions
• Ability to effectively solve complex problems and explain it in simple form
• An understanding of DNS and Email
• Some knowledge of HTML, CSS, and SQL
• Knowledge of e-commerce
• A passion for helping people
• Superior patience and thoroughness
• Entrepreneurial spirit- if you’ve ever run your own business in any form or fashion that’s a plus!

Our Culture is a very important part of our organization. If the following value statements resonate with you, then we definitely want to talk!

• You are honest and professional with your teammates and customers.
• You strive to make the best use of your time at work.
• You are willing/able to adapt in unknown situations where the answer or solution is not immediately available.
• Being a part of a team and working with other teams is important to you!
• When you fail, you admit your mistakes and you strive to grow/learn from them.
• You are always wanting to learn more and find new ways to help customers be successful.

The further elaborate, it is our hope that future Volusioneers are an embodiment of our Culture Code:

• Humble: No sense of entitlement, grateful, unassuming, respectful of others
• Effective: Accountable, delivers results on time, follows through to completion
• Adaptable: Open to change, flexible, resilient, willing to fill any role
• Transparent: Clear, candid and open communication integrity, conveys the right information at the right time
• Collaborative: Works jointly and cooperatively; engages to evolve solutions, a team player
• A founder: Perpetual learner, takes ownership, shows initiative, thinks holistically to solve for the customer

Benefits & Perks:

• Competitive Compensation Packages
• 401(k) with Company Matching
• Medical, Dental, Vision, and Voluntary Life Insurance
• Employee Assistance Program
• Wellness Initiatives
• Lifestyle Perk Stipend
• Paid Parental Leave
• Flexible Paid Time Off
• Two Volunteer Days Off
• Birthday Off
• Remote Work Flexibility
• Professional Development Opportunities for Career and Skills Advancement
• Robust Peer Recognition Program
• Virtual workshops, lunches, drawings, trivia, and celebrations for random days
• Giving Back to the Community Initiatives
• Quarterly Team Building Events