Job Description

SamCart is a web-based check out platform that features conversion-optimized checkout templates along with 1-click upsells, subscription and payment plan capabilities that are designed to maximize profits from every sale.

We are looking to grow our Technical Support Team by adding a dedicated Technical Support Specialist. We are a rapidly-growing, fast-moving, ultra-hyper, candy-eating, protein-drink-drinking company that loves our customers and firmly believes that their success is our success. That’s why this position is so important – and why it comes with such amazing growth opportunity.

SamCart’s Technical Support Specialist will be responsible for developing customer relationships that promote loyalty and retention in a SaaS environment. You will be expected to be a product expert. The ability to provide product feedback and escalation of critical service issues expeditiously is critical in this role.

Key responsibilities:

  • Respond to customer inquiries via Intercom chat, email, phone, and video chat.
  • Troubleshoot customer issues pertaining to platform usage and configuration.
  • Understand and identify customer pain points and help drive the escalations process by coordinating between the product and support team.
  • Be proficient in knowing when to use perfectly hilarious GIFs within customer conversations to close their ticket with a smile.
  • Act as liaison between the customer, support, marketing, and product teams.

We are looking for someone who:

  • Has experience working within a SaaS company
  • Has prior technical support experience
  • Has excellent communication skills – both written and verbal
  • Is tech-savvy, adaptable, and comfortable with frequent functionality updates
  • Has superior customer service skills – owns the ability to be responsive, compassionate, resourceful and solution-oriented (all while maintaining a sense of humor!)
  • Is a master of critical thinking – Has the ability to provide innovative solutions or draw reasonable conclusions from provided information/context
  • Enjoys working directly with our customers, being their trusted advisor, and understanding the importance of customer happiness in staying ahead of our competition.
  • Has knowledge of the JIRA ticketing system, Intercom Customer Messaging system, Google Hangouts, and Slack (major plus)
  • Has a bachelor’s Degree or equivalent work experience

Sound like the job for you?

Got what it takes to work with us? Great! Send us a link to your resumé or portfolio to become part of our talent pool.

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