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[Hiring] E-Commerce Support Specialist @Snap! Mobile, Inc. ID-5923

Role Description

Snap! Mobile is looking for a stellar remote E-Commerce Support Specialist to join our Revenue Operations team. This is a critical role at Snap, as our support team is the face of our business and is responsible for delivering an excellent experience for anyone interacting with our SaaS platform.

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  • Resolve customer inquiries across all Snap e-commerce product offerings including orders, shipping, product availability, account management, refunds, and website troubleshooting via phone, email, or live chat.
  • Proactively engage with users when issues arise.
  • Provide best-in-class support for administrative leaders, users, and Snap! Employees.

A successful candidate is self-motivated, dependable, well-organized, and adaptable with strong written and verbal communication skills and the ability to balance multiple projects. A “can-do” attitude is required, and the individual must thrive in a fast-paced, energetic work environment. Applicant must be comfortable and confident on the phone while able to think quickly under pressure.

This is an hourly full-time, remote position. We are open to any location in the continental United States as long as the candidate is willing to work within the hours of 6AM - 8PM CST. Ideal shift will be: 8:30AM-5PM CST. Hourly pay based on experience. The range is $18-$20/HR.

Qualifications

  • High School Diploma required
  • Bachelor’s degree preferred
  • 1-2 years experience in Customer Service
  • Basic skills in Microsoft Office Suite
  • Strong Written and Oral Communication Skills
  • Positive Attitude
  • Comfortable working from home and independently
  • Fast Learner – eager to take initiative
  • Hard Working and Determined

Requirements

  • Respond promptly to customer inquiries in accordance with our SLAs.
  • Take ownership of customer issues and see them through to resolution.
  • Proactively reach out to customers upon identifying issues.
  • Collaborate cross-functionally to address system issues.
  • Tag and categorize issues appropriately using our internal ticketing tool.
  • Troubleshoot website-related issues such as checkout problems, order errors, and more.
  • Assist with returns, exchanges, and refunds, ensuring that company policies are followed and customers are satisfied.
  • Manage backorders or stock-outs and provide customers with alternatives or updates on when products will be available.
  • Collect feedback directly from customers and bring it to the attention of the relevant internal stakeholders as necessary.
  • Ensure that product listings on the website are accurate and up-to-date such as descriptions, prices, images, size charts, and more.
  • Monitor orders to ensure they are processed correctly and on time.
  • Contribute to the ongoing improvement of our business systems and processes related to customer operations, internal knowledge base articles, and more.
  • Undertake additional projects as assigned by management.

Benefits

  • Medical, Dental, Vision
  • 401K with a 4% match from the company
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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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