Customer Support Specialist

About Omnidrop:
Omnidrop is a comprehensive dropshipping software solution that helps e-commerce entrepreneurs streamline their operations, from order fulfillment to product research. Our mission is to empower users with the tools they need to succeed in the e-commerce space. To support our growing community of users, we are looking for an exceptionally talented and hardworking Customer Support Specialist to join our team.

Role Overview:
As a Customer Support Specialist, you will play a pivotal role in ensuring our users have an exceptional experience with Omnidrop. Using HelpScout, you will provide top-notch support, address inquiries, and assist users in setting up and optimizing their accounts. You will also collaborate with the technical support team to resolve more complex issues. This position is for individuals who are eager to grow, think outside the box, and provide unparalleled customer service.

Responsibilities:
• Serve as the primary point of contact for Omnidrop users, ensuring inquiries are resolved within 24 hours through email and live chat.
• Utilize HelpScout to manage and respond to customer support tickets efficiently and professionally.
• Proactively onboard new users by checking in within 24-48 hours of signup to ensure they are fully set up, including connecting their Shopify store.
• Provide links to video tutorials, resources, and guides to support user success.
• Conduct weekly check-ins with assigned users to address any questions, provide updates, and ensure continued satisfaction.
• Act as a liaison between customers and the technical support team for any advanced or technical inquiries.
• Monitor and maintain a high level of retention by ensuring users are engaged and supported.
• Adhere to key performance indicators (KPIs), including response times, retention rates, and user satisfaction scores.
• Support live chat and maintain a consistent presence to assist users in real-time.
• Collaborate with the team to improve processes, gather feedback, and enhance the customer experience.

Requirements:
• Experience: 1-3 years in customer support, preferably in e-commerce, dropshipping, or SaaS industries.
• Knowledge: Familiarity with Shopify, e-commerce, and dropshipping is required.
• Tools: Experience using HelpScout or similar customer support software.
• Skills: Strong communication, problem-solving, and organizational skills.
• Work Ethic: Ability to work 12-hour shifts and meet high performance and productivity standards.
• Internet: A reliable, high-speed internet connection to ensure uninterrupted work.
• Growth-Oriented: Willingness to learn, adapt, and grow within the role and company.
• Attention to Detail: Ability to follow instructions carefully and ensure every user is supported thoroughly.
• Technical Savvy: Ability to identify technical issues and escalate them appropriately to the technical support team.

What We Offer:
• Opportunity to work with a fast-growing and innovative company in the e-commerce space.
• A collaborative and supportive team environment.
• Room for growth and professional development.
• Competitive compensation based on experience and performance.

How to Apply:
If you are a driven individual with a passion for helping others succeed, and you have the skills and experience we’re looking for, we’d love to hear from you. Please submit your resume and a brief cover letter explaining why you’re the perfect fit for this role.

Join us at Omnidrop and help empower e-commerce entrepreneurs to achieve their dreams!