Who are we?

JOOR (jooraccess.com) is a VC-backed startup revolutionizing wholesale industry. Founded in late 2010, JOOR is the largest company of its kind and is growing fast, working with 200,000 brands and retailers worldwide. JOOR processed $15BN in transaction volume in 2016 - but we are a lean organization. By joining JOOR, you’ll have the opportunity to shape the team and change the way the wholesale industry does business.

Why work for us?

We’re building software that is revolutionizing an industry - http://bit.ly/29qRvdN We’re ranked one of the hottest startups in NYC - http://bit.ly/1mAAQYF
We have an open space work environment that fosters teamwork and collaboration - http://bit.ly/2dSyEIy

Who are you?

• Passion for helping customers.
• A critical thinker whose a natural problem solver and has a never give up mentality
• Exceptional written communication skills with perfect grammar and spelling; fast typist
• Ability to work well in an open, collaborative team environment
• Ability to manage stress and keep multiple balls in the air – this is a rapidly changing company!
• Thorough understanding of digital software products, web technologies, mobile applications and current trends.

What will you do?

• Respond to high volume of customer-submitted email requests and live chats in a prompt manner
• Oversee email support channel and phone support channel for our customer base
• Troubleshoot and guide customers through website and mobile app usage
• Stay up to date on new product features and improvements
• Create and update user guides and FAQ
• Produce How-To videos and Webinars
• Identify and communicate system issues to our QA and Development team
• Operate efficiently in a highly productive environment
• Produce high quality work and meet regularly with the QA/Product teams for feedback and coaching
• Meet customer satisfaction, efficiency metrics and issue resolution targets
• Recognize, document and alert supervisors of trends in customer communications and quality metrics
• Escalate complex issues to product and engineering teams
• Work well in conjunction with all team members across account management, product, and engineering functions.
• Available to cover weekend and holidays as our customers need us and may include evening or early morning hours

What skills do you have?

• Bachelor's Degree Required
• 2 years of customer service or call center experience preferred
• Stellar organization skills - nothing slips by you or falls through the cracks - UPDATED
• Live chat experience is a huge plus
• Strong computer and troubleshooting skills
• Basic knowledge of JIRA, HTML, CSS, Excel and SQL is a big plus
• Strong reading comprehension skills with the ability to identify the root cause of a problem
• Customer-facing experience desired (retail, hospitality, online support, etc.)