[Remote] Technical Support Representative - Remote

Note: The job is a remote job and is open to candidates in USA. Commerce is a company focused on empowering businesses through an open, AI-driven commerce ecosystem. As a Technical Customer Support Representative, you will provide exceptional support to merchants, troubleshoot technical issues, and educate customers on platform features to enhance their eCommerce experience. Responsibilities Provide outstanding phone, email, and chat-based technical support to our customers in a fast-paced environment (expect up to 7.5 hours of talk/chat time a day) Provide extraordinary support to our ever-growing merchant base with your unsurpassed customer service and problem solving capabilities Develop solutions and utilize standard operating procedures for improving customer satisfaction and creating lifelong promoters of our brand Communicate with the management team and developers to improve product functionality and resolve issues Decrease incoming volume by striving toward first contact resolution and proactively onboarding and advising customers on eCommerce best practices Assist customers with common billing, invoice, and account issues Utilize classroom, video, and self-paced training to stay ahead of product advancements and eCommerce best practices; utilize your knowledge to solve problems efficiently Display high levels of professionalism in recurring interactions with departments inside and outside of the CSS organization Skills A work ethic that demonstrates dedication to the company, its mission, and the team; a desire to work in a culture of excellence Experience in a customer-facing, service-oriented role is required Exceptional ability to utilize self-service resources (internal guides, Google-fu, external service portals, etc) to find solutions is required Strong aptitude toward various web, eCommerce, and hosting technologies and how they work together Exceptional critical thinking and soft skills with a passion for getting every customer on the path to success using thoughtful solutions that best fit each situation Team player interested in growing and competing alongside some of the best technical support agents in the business; willingness to help and seek help from peers Exceptional written and verbal communication skills; an ability to communicate effectively with and deescalate frustrated or upset customers without taking it personally Experience in a phone, email, or chat-based technical support or customer service contact center Ability to read or edit within at least one web language (HTML, CSS, Javascript, Jquery, etc), as well as a basic understanding of data structures Company Overview Commerce (Nasdaq: CMRC) empowers businesses to innovate, grow, and thrive through an open, AI-driven commerce ecosystem. It was founded in 1994, and is headquartered in Broomfield, Colorado, USA, with a workforce of 1001-5000 employees. Its website is Company H1B Sponsorship Commerce has a track record of offering H1B sponsorships, with 4 in 2025, 2 in 2023, 7 in 2022, 2 in 2021, 5 in 2020. Please note that this does not guarantee sponsorship for this specific role.