Customer Service Tier 1 Associate

About Us: 

Helium 10 is at the forefront of e-commerce solutions, providing brands with everything they need to scale in today’s digital marketplace. Our mission is to empower sellers by equipping them with the insights, tools, and resources required to succeed in an increasingly competitive landscape.

We are known for our rapid pace, craft mastery, and commitment to excellence. Our team is driven by the challenges of shaping the future for Amazon, Walmart, and TikTok sellers and is dedicated to delivering the highest service and solutions. 

About the role: 

As a Customer Service Tier 1 Associate at Helium 10, you will be our users' first point of contact, addressing their concerns, issues, and inquiries with efficiency and empathy. Your role is crucial in maintaining and enhancing customer satisfaction and loyalty through timely and accurate problem-solving. This position requires a blend of technical acuity, customer service excellence, and the ability to work collaboratively with internal teams to ensure a seamless customer experience. 

 Responsibilities: 

• Provide first-level contact and convey resolutions to customer issues. 
• Handle and resolve customer complaints or inquiries via email, chat, and other communication channels. 
• Identify, research, and resolve customer issues using the Helium 10 software suite. 
• Escalate complex problems to Tier 2 or other specialized Team support while managing customer expectations and communication effectively through all stages of the escalation process. 
• Offer feedback to internal teams, including Support, Product, and Engineering, on tooling, processes, and potential areas for improvement to enhance customer satisfaction. 
• Collaborate closely with Sales and Success teams to provide comprehensive support and ensure a unified customer service experience. 
• Conduct or participate in training sessions to enhance product knowledge and customer service skills. 

Skills & Qualifications: 

• Highly organized, detail-oriented, and capable of managing multiple tasks simultaneously. 
• Strong communication skills, both oral and written, with fluency in English. 
• A fast learner with a knack for efficiently understanding and solving customer issues. 
• A team player who thrives in a fast-paced, dynamic environment. 
• Dedicated to providing exceptional service and contributing to the success of the Helium 10 community. 
• Can work under pressure with minimal supervision. 
• At least six months of experience in customer support (email and chat). 
• Proficient in English, both oral and written. 
• Willing to work on a flexible schedule, including shift changes, weekends, and US and Philippine holidays. 
• Knowledge of e-commerce platforms and PPC advertising (preferred). 
• Familiarity with ticketing systems like Zendesk, Slack, or Jira (preferred). 
• Ability to use Microsoft Office and other relevant software. 
• Stable internet connection with a backup plan. 
• Laptop/PC with at least 8GB RAM and a processor equal to or better than Intel Core i5 or AMD A8 7600. 

Salary and Benefits: 

• Competitive salary of $3.65-$3.85 per hour with potential annual performance based increases 
• Work From Home 
• Annual contractor bonuses every December and a comprehensive benefits package include HMO for the contractor and immediate family (spouse and children) after three months 
• Sick leave and paid time off after three months 
• Maternity/Paternity leave (applicable after six months) 
• Internal training 
• Opportunities for personal and professional growth within a supportive team environment. 

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