Customer Support Specialist | HTML, CSS, JavaScript  

We are searching for an awesome Customer Support Specialist with a love for HTML, CSS and JavaScript development who is genuinely excited to help customers with their eCommerce site concerns. If you are someone who likes to put themselves in the client’s shoes by being patient, empathetic, and passionately service-oriented, then this role is perfect for you! This is your chance to be a part of a proven, high-growth eCommerce tech company based in Australia and US.

Your main goal is to ensure excellent service standards by responding efficiently to customer inquiries and maintain high customer satisfaction. Problem-solving must come naturally to you and you’ll be confident at troubleshooting or investigating if you don’t have enough information to resolve customer concerns.

What We Offer

Along with a dynamic environment where everybody is highly motivated and engaging, you will get the following benefits for being part of the Filta family:

• Fixed 9:00pm – 6:00am Monday to Friday shift
• HMO for yourself and one dependent from day one
• 20 combined SL/VLs per year accrued from day one (you will have 10 accrued once you pass regularisation)
• 30 minutes early out Fridays (after regularisation, upon completing all your tasks for the week, and if you’re on time during the week.

Day to day, you will be responsible for tasks that include:

• Responding to customer queries in a timely and accurate way via email or chat
• Providing first-level support; assisting customers with general and software related queries, instruct users on how to use new features and troubleshoot issues that have been reported.
• Follow up with customers to ensure their technical issues are resolved
• Gather customer feedback and share with our teams

If this sounds like you and the challenge you’ve been looking for, be a part of our #FiltaFam and do not hesitate to get in touch!

To qualify for this role, we are looking for someone with:

• Customer Services skills – you will be able to show us how you have over achieved in prior Customer Service roles or engagements
• Experience (or very strong understanding) of HTML, CSS and JavaScript – This role doesn’t involve reading scripts but rather thinking on your feet and being able to look at the code to solve problems. If you’ve built websites, we’d love to see them (bonus points for Shopify sites that required customisation using coding via Liquid)
• Strategic Thinking- Making informed and data-driven decisions requires a sound understanding of the company’s dynamic and objectives.
• Excellent communication skills- You will have clear and concise written and verbal communication skills, with the ability to engage technical and non-technical users.
• Patience- When tackling a difficult service issue or facing an angry customer, remaining unflappable is crucial to ending a conversation on a high note. Patience is also needed to handle repetitive customer support issues day after day.