Customer Support Engineer

| Greater Denver Area | Hybrid
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Commerce Sync is looking for a new Customer Support Engineer that is passionate about customer service, technology and process efficiencies. Our customers are small business owners that demand immediate and helpful customer service. Commerce Sync automates bookkeeping for small businesses. We are profitable and work with some of the largest and best companies such as Square, Clover, Stripe, QuickBooks and Xero. If you are absolutely customer focused, technically savvy and have excellent communication skills, please read on!

What you’ll do in this role:

  • Provide enthusiastic customer support to existing and prospective customers, through email, phone and chat.
  • Empathize with customers, get to know their story to better service them and be a customer advocate within the company.
  • Work a standard Monday – Friday shift with the openness to modify this to fit our customers’ needs.
  • Use our Zendesk ticketing system and other internal tools, quickly and effectively to answer questions, solve problems and track communications to better our products and services.
  • Take full ownership of customer requests.
  • Research application issues and replicate scenarios to find the best answer to a customer’s questions and escalate to our operations and dev teams when needed.
  • Assess customer eligibility for integration with our services and manage expectations accordingly.
  • Contribute to our customer Help Center by creating and updating articles as needed.
  • Create and manage your own objectives and goals.

What you need to be successful in this role:

  • Enthusiastic attitude and eagerness to learn about our customers, the products they use and their specific needs.
  • A quick study, someone who isn’t afraid to ask questions and learn by doing.
  • Willingness to take initiative and follow through.
  • Strong problem solving skills and have the ability to come up with creative solutions to complex problems.
  • Ability to keep up with customer demands while also contributing to the management of our customer support processes.
  • 2+ years of customer support experience, interacting directly with customers via email and phone, preferably in a startup environment.

Why you want this job:

  • You would have an opportunity to influence our evolving customer support program.
  • Our products address a genuine challenge for small business owners and you have the ability to positively influence the product for our customers.
  • We are a caring team of talented, driven people and have a good time getting the job done.

Commerce Sync is committed to providing equal employment opportunities without regard to race, age, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status

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Location

1550 Wewatta Street, 2nd Floor, Denver, CO 80202

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