Customer Support - Ecommerce Specialist

Jumpseller es una plataforma de e-commerce para negocios de crecimiento rápido. Nos enfocamos en facilitar el comercio electrónico, para que las empresas puedan concentrarse en lo que mejor saben hacer: vender sus productos. Hoy en día, los comerciantes usan nuestra plataforma para administrar cada aspecto de su negocio en línea, desde los productos hasta los pedidos, envíos y clientes, vendiendo con una tienda en línea, a través de chat, móvil, marketplaces integrados y otros canales de ventas.A pesar de que nuestra empresa ya tiene más de 10 años, encontrarás una estructura de Start up, en donde tus ideas y aportes realmente importan, con un amplio rango de crecimiento laboral.

¡Nuestro equipo está formado por un grupo muy diverso de personas! Que provienen de diferentes países y orígenes, por lo que somos una empresa multicultural. Contamos con 2 oficinas, una en Santiago de Chile y otra en Oporto, Portugal.

We're looking for someone to join our Customer Support Team. Someone who loves to help others, someone who can feel empathy when dealing with customer's problems and to whom you can relate.

We mostly need help on replying to our merchants via email, between 08.00am to 8.00pm (Chile Time). It's a regular 40 hours/work per week. Every 6 weeks, working during weekends is necessary.

This is a demanding role, where many of the inquiries are technically complicated to assess. This requires you to act, on a daily-basis, as a liaison between our merchant base and our Design & Development teams.

This is a remote position but we would like you to be able to join us some days per month at our office in Providencia, Santiago de Chile.

Ongoing recruitment process. We receive applications all year round.

You are

• Passionate, caring and empathic person, who likes to listen and solve other people's problems;
• Incredibly resourceful and exceptional at finding solutions even when there is no clear path.
• An advanced computer and Internet user, with previous experience creating or editing or managing Online Stores, Blogs, in Customer Support or in Marketing roles;
• Excellent in communication and teamwork;
• Spanish native speaker.

You have

• A relevant bachelor/master degree is appreciated, but not mandatory;
• Demonstrated previous professional experience in Support of Software, Ecommerce or Marketing roles;
• Advanced computer skills, from a user perspective;
• Ability to communicate clearly in writing and orally in English;
• Written fluency in Portuguese or other languages is a plus;
• HTML experience is a plus.

Benefits

• Competitive pay;
• 20 paid vacations days;
• Performance based bonus every 4 months;
• Be in an informal environment, working for a global market;
• Work on a MacBook + external 27" monitor.

The Recruitment Process

• We will review all the CVs & Cover Letters received;
  
• First interviews - lasting 30 minutes. This is an introductory meeting, so that you get to know Jumpseller and present yourself;
• Top candidates will be invited to participate o a Case Study, which will be done at their own pace and should not take over 2hs. Not more than 4 to 6 invitations will be sent. All other applicants will receive a rejection notification;
• Finally, a last interview - lasting 45 to 60 minutes - to review the resolution Case Study & focus deeper on your main professional project/achievement;
• We expect to send you an offer by late October or early November.

All candidates will be notified from us once the process is concluded. Those on the last interview stage can request brief feedback about their application.

You will

• Help merchants setting up their e-commerce solution; help them solving their e-commerce doubts and problems;
• Answer about 75+ emails per day once you're fully up to speed (2-3 months on-ramp);
• Identify, document and prioritize customer reported issues to the development team;
• Document & automatize replies for frequently asked questions;
• Gauge the usability of new and existing features, and making constructive suggestions for change;
• Take responsibility & ownership of your work.