Technical Support (eCommerce)

About B2B Wave B2B Wave is an eCommerce Software as a Service (SaaS) solution for wholesale distributors, brands, and drop-shippers designed to help them create their private B2B ordering portal in a snap. Orders, product catalogs, and price lists are easily managed with B2B Wave, saving businesses time and money. Our team is based in Canada, Europe, and Asia. We are backed by top-tier VCs and have a strong client base that stretches from the US to New Zealand. We're now looking for an ambitious candidate to join us and help us grow even faster. We offer an excellent work environment, including remote work, health and dental benefits, and the opportunity to engage with great companies from all around the globe. About the role We are looking for an amazing technical support specialist with relevant experience to join our semi-remote team. You'll get the chance to interact with great companies all the way from Quebec to Vancouver and the UK to Hong Kong. Communication with customers happens mainly asynchronously via email and Loom videos, and whenever needed you'll jump on Zoom calls within your working hours. B2B Wave is an important cogwheel for our customers, thus, supporting them accurately and in a timely manner will set their path for success. The main activities for the role include: Responding to customer support inquiries as quickly and accurately as possible via phone, chat, email, and Zoom callsSchedule onboarding calls with new customers to help them set up their accounts and take full advantage of our B2B eCommerce platformHelp customers upload their product and customer data and set up integrationsCollect bug reports and feature requests and share them with the development teamUpdate frequently asked questions and support documentationProactively schedule calls with customers to get feedback, answer potential questions, and help them achieve their goalsAssist customers with making small visual changes to their B2B eCommerce portal with HTML/CSS Requirements A metrics-driven technical support specialist who will play a pivotal part in B2B Wave's growth with the following skillset: A customer-centric mindset2+ years of work experience in a relevant role (Customer Success or Customer Support)2+ years of in managing content for eCommerce platforms (Shopify, WooCommerce, Magento, or others)HTML & CSS (beginner or better)Microsoft Excel (intermediate or better)Exceptional written and verbal communication skillsExtremely comfortable engaging with customers by phone, chat, email, and video on a daily basis to ensure their success Nice to Have Familiar with the B2B software ecosystem: ERPs (NetSuite, Sage), accounting solutions (QuickBooks, Xero), inventory, shipping, and payment solutionsHands-on experience with JavaScript, Liquid template language, and RESTful APIsHands-on experience with Zapier or IntegromatQA experience Benefits Medical, dental, and vision benefitsHybrid work (2x office, 3x remote)Budget for training (books and online courses)Tech gear for your home office Job type Permanent full-timeStart date: As soon as possible