Customer Support Representative - Ecommerce & POS

Company WineDirect
Reference 526840140
Sector Customer Services
Town/City British Columbia
Locations British Columbia, Canada
Job Type Permanent
Date Posted 26th Sep

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Job Description

Ecommerce & Point Of Sale Software - Customer Support Rep in Vancouver, BC

If you have excellent communication skills, a passion for the technical side, and are patient in nature - we want to work with you. We want you to play an active part on our customer service team at a small, but very fast-moving web development shop for winery ecommerce.

You'll act as the first level support or our growing client base.

Your specific responsibilities will include:
  • Work in a team of support agents providing exceptional first level client support on our e-commerce platform via email, telephone, and live chat.
  • Taking ownership of tickets all the way to resolution and provide timely client updates along the way.
  • Become an advocate for our clients and work collaboratively with other departments within the organization to find solutions to problems and ensure timely resolution of escalations.
  • Be willing to learn new technical skills and advance in the role by taking on more complex problems and independently search for solutions.
  • Promote our service offering to our clients helping them to make the most of our product, create new feature requests as they arise and keep clients updated with progress as we continue to develop and improve our platform.
  • Form long lasting relationships with our clients, and work hard to ensure that our platform helps them to meet and exceed their goals for success.

Desired Skills & Experience - Just some things we're looking for

You have strong business relationship skills. You are organized, detailed oriented, and a problem solver. You are understanding of others and a team player. You are results-oriented, self-directed, and disciplined. You can multi-task and prioritize in an environment that is always changing.
You can effectively convey information to others, patiently taking into consideration their knowledge and technical skill level. You have excellent written and verbal communication.

Come to us with:
  • Experience providing an excellent customer experience.
  • Experience in supporting software systems, e-commerce solutions preferred.
  • Excellent troubleshooting and problem-solving skills.
  • Examples of going above and beyond for customers.
  • A natural curiosity with a willingness to learn new skills and grow in your position.
  • Experience with salesforce is preferred but not required.
  • Knowledge of the wine industry will be considered an asset but is not required.

The details:

This is a full time position in our Vancouver, BC office. Hours are 5 days a week on a rotating schedule Monday to Sunday, including stat holidays.


We have a competitive benefits package, including medical, dental and vision coverage with Life and AD&D covered through the company as well as participation in our 401(k) profit sharing plan.

About Us:

Since 2008, we come from nowhere to be the leading wine ecommerce and point of sale platform. It grew because of a team effort - a team who is very passionate about the web -- with a large focus on product development. You'll be the next full-time employee on the team and be part of a company that really believes in working together as a team. The company sends its employees to conferences, has a learning allowance and throws some great parties.

How to Apply
This position is located in our Vancouver, BC location. Local candidates will be considered.

WineDirect is an Equal Opportunity Employer

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