Customer Service Tier 1 Associate

About Us:

We're Helium 10, the leading Software company for Amazon sellers. We move fast, really fast, so we need someone who can keep up. We're experts at our craft (and if not, we become experts, fast!) and we hold each other to a high standard. Why? We're shaping the future for Amazon sellers and our customers deserve the best. We make tough decisions, own up to mistakes, and above all, we find solutions to problems.

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.
• Must be based in the Philippines.
• 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 OƯice 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
  
  

Benefits:

• Competitive salary of $3.65 per hour with potential annual performance-based increases.
• Work-from-home setup.
• Annual bonuses and a comprehensive benefits package, including HMO for the contractor and immediate family after three months.
• Opportunities for personal and professional growth within a supportive team environment.
  
  

Helium 10 is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.