Customer Support Specialist

About Maropost

We’re Maropost, Canada’s 4th fastest growing tech company as named by Profit 500! Our Software as a Service Marketing Cloud technology provides organisations with a single platform to connect with customers via marketing automation, mass and transactional email, social media, mobile messaging, landing pages, and ecommerce.

Our platform is used and trusted by thousands of brands worldwide to maximise their revenue. Our Australian-based unified ecommerce platform, Neto, empowers thousands of B2B and multi-channel ecommerce businesses, big and small, to achieve more. From online stores, POS terminals and marketplace connections, to inventory, order management and shipping, our all-in-one platform connects it all.

We’re on a mission to build the most technically advanced marketing & ecommerce platform in the world coupled with unsurpassed customer service and support.

We are looking for a Customer Support Specialist, to join our team supporting the Neto Commerce product. The Position Our amazing Customer Support Specialist answer customer queries regarding the Neto Commerce platform, troubleshoot issues as the first point of contact and attempt to resolve or escalate issues to our Web Application Support or Development teams. This team provides a 1st class customer experience that makes us stand out from our competitors and ensures our customers love us as much as we love them. Your responsibilities will include:

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  Provide excellent customer service

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  Resolve customers’ technical issues via multiple channels

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  Deliver ad-hoc training to meet customers’ needs

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  Ascertain customers’ marketing & e-commerce needs and ensure they are getting the most out of our SaaS product

Requirements:

We are looking for people with strong phone support and ecommerce/Web Application backgrounds who are passionate about providing amazing customer service. Applicants with the following skills will be highly regarded:

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  Outstanding customer service experience with a genuine passion for delighting customers

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  Excellent verbal and written English communication skills

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  Good understanding of and exposure to SaaS (Software as a Service)

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  Experience in web languages such as HTML and CSS

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  An educational background in IT - Bca/ Bsc/IT/ ITIL or other relevant certification

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  3-4 year’s experience in ecommerce / shopping cart software i.e. experience setting up/running/supporting an online store would be a bonus!

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  Experience with Salesforce CRM & service desk software

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  Exposure to and understanding of online marketplaces, for example eBay, Amazon, Gumtree, Trade Me, Etsy etc.

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  Understanding of how payment gateways work

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  Understanding of basic accounting principles

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  Experience in retail business operations

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  Database or API knowledge

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  An ability to quickly learn new things

What’s in it for you? You’ll not only have the freedom to make this role your own but be part of helping grow the Neto Commerce product and expand it into the North American market. If you want to work with other brilliant people in an extraordinary work culture and are eager to learn (and have fun) along the way, then Maropost is the place for you!

Equal Employment Opportunist

Maropost is deeply committed to promoting diversity, advancing equity and fostering a culture of inclusion. Therefore, we invite applications from marginalized and equity-seeking groups. Individuals seeking employment at Maropost are considered without regards to race, color, religion, sex, sexual orientation, gender identification, national origin, age, marital status, ancestry, physical or mental disability, or veteran status.

COVID Notice

Due to COVID-19, most of our employees are working from home. We’ve implemented a virtual hiring process and continue to interview candidates by phone or video and are onboarding new hires remotely. We value the safety of each member of our community because we know we’re all in this together