Technical Support Associate - Jobs in Toronto, ON

Job Description

About BlackcartBlackcart’s Try Before You Buy software brings the in-store shopping experience to eCommerce. We integrate into existing eCommerce stores, enabling shoppers to try products at home for free and only pay for what they decide to keep. Blackcart-powered merchants see 24% higher purchase conversions, 51% higher average order values and 39% higher net sales. We are a rapidly growing start-up poised to significantly transform the retail industry with our market-leading Try Before You Buy platform.Blackcart has raised over $10M from a long list of top-tier VCs and has partnered with top eCommerce retailers to grow sales and delight their shoppers. We are growing our team so we can continue to optimize the online shopping experience!About the roleAs a Technical Support Associate, you will represent Blackcart on the front lines - solving problems and communicating directly with merchants and shoppers. You will be critical in providing both merchants and shoppers with a great Try Before You Buy experience, and the insights you gather will impact Blackcart’s future business decisions.ResponsibilitiesSupport our Merchants

• Guide merchants by responding to and resolving inbound technical questions during their onboarding and post-launch experience with Blackcart
• Independently investigate issues, escalating to Engineering when appropriate, with key details clearly documented
• Collaborate with Product, Marketing, and Merchant Success on writing and updating merchant-facing technical knowledge base articles
• Collaborate with internal teams on problem-solving issues, including Customer Success, Merchant Success, and Engineering
• Tag, organize and communicate merchant feedback to the appropriate internal teams

Support our Shoppers

• Provide timely and accurate responses to shopper email inquiries about payments, order details, technical issues, etc.
• Resolve customer payment card disputes and execute on fund collections process
• Collect shopper Net Promoter Score and provide insights to appropriate internal teams
• Tag, organize and communicate shopper feedback to the appropriate internal teams

Requirements

• Enjoy investigating and solving technical problems while providing great customer service
• Strong communication skills to clearly and directly address merchant’s inquiries
• A desire to learn and grow in a fast-paced environment
• Ability to prioritize issues by assessing the level of urgency and impact
• Committed to continuous improvement and takes initiative to help design new tools and processes
• Working knowledge of a ticketing system
• Technical proficiency using web-based software and demonstrated experience investigating and solving problems in a professional role
• Excellent collaboration skills; ability to work as a team player and individually
• Strong sense of empathy for the customer

Nice to have

• Experience in technical software support
• Experience with retail and eCommerce platforms
• Experience with technology onboarding or implementation processes
• Bring experience working in a high-growth startup environment
• Love animals (It’s likely that our CHOs, Chief Happiness Officers – Harvey and Unagi – will be sitting in on your interview!)

Benefits

• We offer competitive compensation, including salary and equity. You grow as we grow!
• We have an awesome HQ in Toronto and offer full health benefits
• 500 Startups / venture-backed company
• Casual work environment with extremely talented staff
• Become a part of the transformation and empowerment of the retail industry
• Ability to join an early stage for one of the fastest-growing startups

Blackcart Values

• Walk in the customers shoes
• Benchmark against the best
• Speak the truth
• Run head-first into hard problems
• Extreme Ownership
• Care for people

If you do not meet 100% of the above qualifications but still think you would be a great fit for the role, we encourage you to apply! We will consider all candidates with relevant skill sets for this role, even if there are certain requirements they do not meet.Blackcart is an equal-opportunity employer and is committed to diversity. As part of this commitment, we do not discriminate on the basis of age, race, sex, gender, gender identity, colour, religion, national origin, sexual orientation, marital status, citizenship, veteran status, or disability status.We encourage you to connect with us. if you require accommodation in the recruitment process or need this job posting in an alternative format.Job Types: Full-time, PermanentSalary: $50,000.00-$60,000.00 per yearBenefits:

• Casual dress
• Company events
• Dental care
• Disability insurance
• Discounted or free food
• Employee assistance program
• Extended health care
• Life insurance
• Paid time off
• Stock options
• Tuition reimbursement
• Vision care
• Wellness program
• Work from home

Flexible Language Requirement:

• French not required

Schedule:

• Monday to Friday

Work Location: Hybrid remote in TORONTO, ONExpected start date: 2023-02-01Quick Apply

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