Technical Support Associate

Who we are Recharge is the leader in powering physical subscriptions, making it one of the most important ecommerce engines. Recharge powers over 50M subscriptions worldwide and has processed more than 10B in transactions. More than 15K brands such as Verve Coffee Roasters, Bokksu, Who Gives A Crap, Billie, and Bite Toothpaste Bits rely on Recharge daily to grow their businesses and delight their customers. Recharge’s mission is to enable brands and merchants to form strong, lasting relationships with their customers through recurring purchases. As merchants seek ways to drive more direct sales and distribution through their channels and move away from a reliance on traditional online marketing strategies, Recharge has made it possible to grow businesses with seamless, recurring customer transactions. Bootstrapped until 2020, Recharge is valued at over 2.1B dollars and is a double unicorn with a total raise of 277M dollars. Join us as we work with our merchants to define the future of ecommerce. Overview *This is a fully remote position in the Hawaiian timezone* As a Technical Support Engineer at Recharge, you’ll be responsible for assisting our customers and delivering a world-class support experience. You’ll work closely with store owners to troubleshoot and resolve issues via email, chat, and occasional outbound phone calls.   What you'll do Live by and champion our values: #day-one, #ownership, #empathy, and #humility Use your technical aptitude and customer service skills to resolve questions and issues for our online merchants Communicate clearly in writing to both technical and non-technical people Document and build new tools to improve support flows Identify patterns, recommend improvements, and filter out unimportant issues Author documentation for our customer-facing Help Center Assist with successful on-boarding of new customers What you'll bring 2+ years of experience in technical customer support (ideally at a SaaS company) Proficiency with a ticketing technology platform - HelpScout or 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 an excitement for a tricky problem or a new challenge A sense of urgency and a satisfaction from going above and beyond to provide solutions An exceptional eye for detail and excellent organizational and communication skills Ability to work remotely and desire to make an impact at a high growth company 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, and Javascript (knowledge of other programming languages a plus)   Recharge  |  Instagram  |  Twitter  |  Facebook Recharge Payments is an equal opportunity employer. In addition to EEO being the law, it is a policy that is fully consistent with our principles. All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability, or other protected status such as race, religion, color, national origin, sex, sexual orientation, gender identity, genetic information, pregnancy or age. Recharge Payments prohibits any form of workplace harassment.   T ransparency in Coverage This link leads to the Anthem Blue Cross machine-readable files that are made available in response to the federal Transparency in Coverage Rule and includes network negotiated rates for all items and services; allowed amounts for OON items, services and prescription drugs; and negotiated rates and historical prices for network prescription drugs (delayed). EIN 80-6245138. This  link  leads to the Kaiser machine-readable files. #LI-Remote