Associate Technical Support Engineer
@ Recharge

Hybrid
$63,000
Hybrid
Part Time
Posted 21 days ago

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XXXXXXXXXX XXXXXXXXXXX XXXXXXXX******* @rechargepayments.com
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Job Details

About Recharge

Recharge is the #1 subscription platform empowering innovative ecommerce brands by simplifying retention and growth. Powering over 20,000 merchants including Blueland, Hello Bello, and more, Recharge is recognized on the Technology Fast 500 and is Great Place to Work Certified.

Role Overview

The Associate Technical Support Engineer supports customers in a dynamic 24/7 environment. Working on an EST shift (8am-5pm EST with a 1-hour unpaid lunch), you will engage with online merchants via live chat, email, and occasional phone calls to troubleshoot and resolve issues.

What You’ll Do

  • Utilize technical expertise and customer service skills to resolve issues.
  • Communicate clearly with both technical and non-technical users.
  • Follow a live chat-first approach and escalate issues to engineering as needed.
  • Identify trends, recommend improvements, and contribute to documented best practices.
  • Collaborate with a team using a swarm support model to achieve team goals.
  • Maintain up-to-date product knowledge and champion Recharge values: Accountability, Collaboration, Iteration, and Details.

What You’ll Bring

  • Proficiency with ticketing platforms like HelpScout or Zendesk.
  • Resourcefulness and a passion for problem solving.
  • Excellent written communication and strong customer service skills.
  • Basic knowledge of HTML, CSS, Javascript, and familiarity with tools like Splunk, SQL, and Looker.
  • At least 2 years in technical customer support at a SaaS company or similar environment.
  • Flexibility to work shifts and collaborate remotely.

Compensation and Benefits

Recharge offers competitive salary packages based on performance, with benefits including medical, dental, vision plans, retirement with employer contribution, flexible time off, paid parental leave, and monthly stipends.

Key Skills/Competency

Technical Support, Customer Service, Troubleshooting, SaaS, Live Chat, Collaboration, HTML, Zendesk, SQL, Remote Support

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How to Get Hired at Recharge

🎯 Tips for Getting Hired

  • Research Recharge's culture: Understand their mission, values, and success stories.
  • Customize your resume: Highlight SaaS technical support skills.
  • Apply strategically: Use keywords from the job description in your application.
  • Prepare for interviews: Practice troubleshooting and customer service scenarios.

📝 Interview Preparation Advice

Technical Preparation

Review ticketing system functionalities.
Practice troubleshooting common SaaS issues.
Study basic HTML, CSS, Javascript code.
Familiarize with SQL and Splunk basics.

Behavioral Questions

Describe a time you resolved a customer issue.
How do you prioritize urgent support tickets?
Explain handling difficult customer interactions.
Share an example showcasing teamwork in support.

Frequently Asked Questions