Commerce · 3 months ago
Technical Support Specialist – eCommerce / SaaS
United States
Full-time
Remote
New Grad, Entry LevelCommerce is a company focused on empowering businesses through an AI-driven commerce ecosystem. The Technical Support Specialist will provide outstanding technical support to customers, ensuring high levels of customer satisfaction and addressing various eCommerce-related issues.
B2BE-CommerceOnline Portals
Responsibilities
Provide outstanding phone, email, and chat-based technical support to our customers in a fast-paced 24x7 environment (expect up to 7.5 hours of talk/chat time a day)
Provide extraordinary support to our ever-growing merchant base with your unsurpassed customer service and problem solving capabilities
Develop solutions and utilize standard operating procedures for improving customer satisfaction and creating lifelong promoters of our brand
Communicate with the management team and developers to improve product functionality and resolve issues
Decrease incoming volume by striving toward first contact resolution and proactively onboarding and advising customers on eCommerce best practices
Assist customers with common billing, invoice, and account issues
Utilize classroom, video, and self-paced training to stay ahead of product advancements and eCommerce best practices; utilize your knowledge to solve problems efficiently
Display high levels of professionalism in recurring interactions with departments inside and outside of the CSS organization
Qualification
Required
Experience in a customer-facing, service-oriented role is required; experience in a phone, email, or chat-based technical support or customer service contact center preferred
Exceptional ability to utilize self-service resources (internal guides, Google-fu, external service portals, etc) to find solutions is required
Strong aptitude toward various web, eCommerce, and hosting technologies and how they work together
Exceptional critical thinking and soft skills with a passion for getting every customer on the path to success using thoughtful solutions that best fit each situation
Team player interested in growing and competing alongside some of the best technical support agents in the business; willingness to help and seek help from peers
Exceptional written and verbal communication skills; an ability to communicate effectively with and deescalate frustrated or upset customers without taking it personally
Must be flexible to shift work and occasional overtime in a 24x7x365 environment
Preferred
Experience in a phone, email, or chat-based technical support or customer service contact center preferred
Ability to read or edit within at least one web language (HTML, CSS, Javascript, Jquery, etc), as well as a basic understanding of data structures, is preferred
Company
Commerce
Commerce (Nasdaq: CMRC) empowers businesses to innovate, grow, and thrive through an open, AI-driven commerce ecosystem.
Founded in 1994
1001-5000 employees
H1B Sponsorship
Commerce has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (4)
2023 (2)
2022 (7)
2021 (2)
2020 (5)
Funding
Current Stage
Late StageTotal Funding
$70.5MKey Investors
GE Capital
2000-04-19Series C· $63M
2000-02-01Private Equity· $7.5M
Recent News
Digital Commerce 360
2026-01-08
Company data provided by crunchbase