Support Advisor (Remote, Melbourne, Australia)

Please note that wewill be taking a short break over the holiday period and will be replying to candidates applications in the New Year.

Please also notethat this position is currently only accepting applicants who are located in Melbourne, if you are located outside of this city please keep an eye on our Careers Page for future postings!

Being a Support Advisor at Shopify is a rewarding and challenging opportunity to make a big impact while supporting our merchants. You will work in a dynamic environment providing high-quality customer service over phone calls, chats and emails. Within a supportive environment you will work to listen, support, problem-solve and explore growth opportunities with Shopify merchants.

Responsibilities

• Adhere to a daily schedule that includes a mix of: Phones, three (3) simultaneous chats, and emails.
  
• Ensure quick response time by staying on top of your assigned tickets, and answering tickets within the same day.
  
• Act as a business coach and think about the merchant's business holistically when offering solutions.
  
• Complete essential follow-up documentation after each interaction.
  
• Engage in human conversations with merchants to identify and resolve issues through coaching.
  
• Offer needs-based solutions, not pushy sales.
  
• Advocate for merchants and the Shopify platform by communicating with stakeholders.
  
• Own your own development through reviewing past interactions and preparing to discuss growth opportunities with your lead in regular 1:1 meetings.
  

Qualifications

• Be permanently residing in Australia.
  
• Strong experience in customer service in a contact centre, retail, or service environment.
  
• Have an appropriate remote work set-up - such as a quiet space and stable internet connection.
  
• Have access to a wired internet speed of at least 25 Mbps download speed and 10 Mbps upload. You can check your speed here .
  
• Ability to be resourceful and find solutions even when there is no clear path.
  
• Ability to adapt to new processes and work accurately in a fast paced, rapidly changing environment.
  
• Proficiency with technology paired with excellent typing skills.
  
• Willingness to learn all about entrepreneurship and enjoy human conversations.
  
• Possess high level of understanding, patience and empathy to navigate difficult conversations.
  
• Are committed to continuous growth and learning.
  
• Ensure privacy and security practices are followed at all times for both merchants and Shopify.
  

At Shopify, we are committed to building and fostering an environment where our employees feel included, valued, and heard. Our belief is that a strong commitment to diversity and inclusion enables us to truly make commerce better for everyone. We strongly encourage applications from Indigenous people, racialized people, people with disabilities, people from gender and sexually diverse communities and/or people with intersectional identities. Please take a look at our 2020Sustainability Report to learn more about Shopify's commitments.

Experience comes in many forms, many skills are transferable, and passion goes a long way. If your experience is thisclose to what we're looking for, consider applying. We know that diversity of thought makes for the best problem-solving and creative thinking, which is why we're dedicated to adding new perspectives to the team and encourage everyone to apply.

This posting will close when we reach our capacity for number of applicants.

How we hire

At Shopify, we put a lot of care and time into who we hire. We believe that in order to build the best products, we need to build high impact teams. Our recruitment process centres around what we call the Life Story interview, a conversational-style interview where we get to learn more about you.
Learn more about our hiring process