Technical Support Specialist - India - Rocketmonk Software

Description

Company: Rocketmonk Software

Type: Full time

Location: Remote (India)

Shift: Night Shift - 6PM to 3AM IST

Salary: Rs. 5,00,000 to Rs. 7,00,000 per annum

Rocketmonk Software is on a mission to solve problems for e-commerce merchants with simple but powerful applications & tools. The company builds and maintains 2 products for Shopify merchants: Back In Stock - Restock Rocket & Filemonk: Digital Downloads.

We're a team of 7 with experienced founders at the helm This is the founding team's - Sandesh & Kartik - third venture, with the previous two achieving very successful exits. To help sustain the rapid growth of our business, we're looking for a strong candidate to join us as a Technical Support Specialist. You'll work closely with the founders & engineers to help customers succeed with the company's products, ensure they have the best possible experience and drive product adoption.

This is a unique opportunity to become part of a company that combines the agility of a startup with the wisdom and experience of established entrepreneurs. We're looking for passionate individuals who are eager to contribute to our journey and grow with us.

This is a night shift job; working hours are between 6pm to 3AM IST approximately. You will interact with customers over live chat and email. Customers are based in countries all around the world including Canada, United States, New Zealand, France and more.

In this role, you will -

• Provide exceptional support by communicating with customers over email, live chat & video calls.
• Use your technical expertise to solve problems for customers, and find solutions on the fly.
• Build strong relationships with our customers and become their go-to person. We want them to ask for you
• Plan, manage and execute customer success initiatives & improve our ranking.
• Devise solutions to any and all problems that arise and find creative ways to delight customers.
• Work closely with your teammates in Merchant Success & Engineering to make our customer's lives better.
• Lead, or contribute to, initiatives in the company spanning data analysis, product adoption, documentation & more.

You should apply only if -

• You have 1+ year of experience handling technical support for Shopify, Bigcommerce or Woocommerce applications.
• You have 2+ years of experience handling technical support in similar environments.
• You have 2+ years of experience in HTML, CSS, JS (or any other programming language), and you are a quick learner.
• You have excellent oral, written and interpersonal communication skills, or have worked with customers directly in a previous role.
• You have completed a university degree or college diploma
• You have a strong desire to see customers succeed
• You pay attention to detail, you are well organized & manage your tasks efficiently.
• You are good with handling difficult situations & conversations

Why you should join Rocketmonk Software -

• Work closely with experienced founders, and get hands-on experience taking on different challenges in a startup environment
• You want to learn and grow fast on the job
• Competitive bay & benefits
• Work remotely and from anywhere
• Unlimited PTO