eCommerce Support Specialist

Columbus, OH

Position Overview

The eCommerce Support Specialist role provides solutions for our consumer customers that contact Sage via our multiple eCommerce platforms, email, chat or telephone. The purpose of the role is to help consumers make decisions on purchasing our products, address any technical questions or concerns, provide order status updates as needed, and facilitate return merchandise authorizations, when necessary.


  • Provide timely and accurate information to incoming customer orders and product knowledge requests via chat, email and telephone communications
  • Professionally address customer issues and ensure effective and long-term problem resolution in a high volume and high paced environment resulting in customer satisfaction, business growth, and account retention
  • Process customer orders and changes according to established department policies and procedures, while demonstrating effective problem-solving skills, compassion, and empathy
  • Partner with the sales and operations team members, and recommend service enhancements, changes, and corrections as required for necessary feedback
  • Maintain and enhance customer satisfaction, growth and expansion of services
  • Clarify, educate, manage and explain additional service options to current and prospective customers along with billing accordingly with timely follow-up
  • Reply to, create, manage and process emails, live chat, and phone communications to and from external customers
  • Respond and research any service failures or customer inquiries, and correct, report, and escalate accordingly to outlined procedures and processes
  • Other duties as assigned by management

Required Qualifications

  • HS Diploma or GED
  • Microsoft Suite, Live Chat, Typing 40+ WPM, and Internet Applications experience
  • Must be able to read, write, and speak the English language fluently

Preferred Qualifications

  • Prior ITAD technical and/or operational experience
  • Previous customer service related experience in the areas of virtual chat and email

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