Note: The job is a remote job and is open to candidates in USA. Fàbera Jewelry is seeking a Technical Customer Support Representative to provide high-quality technical and customer support for online jewelry customers. The role involves addressing customer inquiries, resolving technical issues, and collaborating with internal teams to enhance the customer experience.
Responsibilities
- Respond to customer inquiries via email, chat, and phone, addressing questions about orders, accounts, product information, and website functionality
- Diagnosing and resolving technical issues related to the online store
- Guiding customers through troubleshooting steps
- Escalating complex cases to the appropriate internal teams
- Documenting support interactions, tracking recurring issues, and collaborating with product and operations teams to improve processes and customer experience
- Maintaining service-level targets, upholding brand standards, and contributing ideas to enhance customer satisfaction and digital support workflows
Skills
- Strong customer-facing skills, including Customer Support and Customer Satisfaction, with a focus on empathy, patience, and professionalism
- Technical Support and Troubleshooting abilities to resolve website, account, and order-related issues in an e-commerce environment
- Clear and confident Communication skills, both written and verbal, for handling email, chat, and phone interactions
- Experience with ticketing or CRM systems and basic e-commerce platforms or payment gateways
- Ability to analyze recurring issues, document solutions, and follow structured processes while working independently in a remote setting
- Attention to detail, strong organizational skills, and the ability to prioritize multiple requests in a fast-paced environment
- High school diploma or equivalent required
- Previous experience in technical support, online retail, or jewelry/e-commerce
- Additional coursework or certification in IT, customer service, or related fields
Company Overview