Remote Technical Support Representative - Chewy E-commerce

Chewy

Available Locations: Texas City, Texas

Job Description

Job Summary


Chewy, a leading online retailer specializing in pet products, is seeking a motivated and skilled Remote Technical Support Representative to join our dynamic team. This role is vital in delivering top-tier technical assistance and support to our customers, ensuring seamless shopping experiences on our e-commerce platform. The ideal candidate will combine technical proficiency with exceptional customer service skills to resolve inquiries, troubleshoot issues, and guide customers through technical challenges remotely.



Key Responsibilities



  • Provide timely and effective technical support via phone, email, and chat to Chewy’s customers facing issues related to our website, mobile app, or online ordering system.

  • Troubleshoot and resolve technical problems including account access, payment processing, and order tracking.

  • Collaborate with internal teams such as IT, Customer Service, and Logistics to escalate and resolve complex technical issues.

  • Document customer interactions and technical issues accurately in the CRM system to maintain detailed records and contribute to knowledge base updates.

  • Educate customers on how to use Chewy’s platform features and services to enhance their overall experience.

  • Maintain a customer-centric approach, ensuring each interaction is handled with empathy, patience, and professionalism.

  • Stay up-to-date with product releases, updates, and changes in technology to provide accurate support.



Required Skills and Qualifications



  • High school diploma or equivalent; Bachelor’s degree in Information Technology or related field preferred.

  • Proven experience in a technical support or customer service role, preferably in e-commerce or a related industry.

  • Strong understanding of web and mobile technologies, troubleshooting techniques, and CRM software.

  • Excellent verbal and written communication skills with a keen ability to simplify technical information for non-technical users.

  • Ability to multitask, prioritize, and manage time effectively in a remote work environment.

  • Detail-oriented with strong problem-solving and analytical skills.

  • Comfortable working independently and as part of a virtual team.



Experience



  • Minimum 1-3 years of experience in technical support or customer service roles, preferably with remote work exposure.

  • Experience supporting e-commerce platforms or online retail systems is highly desirable.

  • Familiarity with tools like Zendesk, Salesforce, or similar customer support software is a plus.



Working Hours



  • Full-time position with flexible shift options to cover extended customer service hours, including weekends and holidays as required.

  • Standard shifts typically include daytime, evening, or weekend schedules aligned with peak customer activity times.



Knowledge, Skills, and Abilities



  • Proficient in troubleshooting software, hardware, and internet connectivity issues.

  • Strong interpersonal skills with a patient and empathetic approach to customer interactions.

  • Ability to adapt quickly to new technologies and updates in the e-commerce environment.

  • Self-motivated with excellent organizational and documentation skills.

  • Ability to work effectively in a remote setup with minimal supervision.



Benefits



  • Competitive salary with performance-based incentives.

  • Comprehensive health, dental, and vision insurance plans.

  • Paid time off, including vacation, sick leave, and holidays.

  • Opportunities for professional development and career advancement within a fast-growing company.

  • Remote work flexibility to support work-life balance.

  • Employee discounts on Chewy products.



Why Join Chewy?


Chewy is not just a company — it’s a community dedicated to pet lovers everywhere. Joining Chewy means being part of a passionate team that values innovation, customer obsession, and a positive work environment. We empower our employees with the tools and support they need to excel while maintaining a flexible and inclusive workplace culture. If you want to contribute to a company making a difference in millions of lives every day, Chewy is the perfect place for you.



How to Apply


Interested candidates are encouraged to apply online through Chewy’s official careers page or submit their resume and cover letter to the HR department. Please include “Remote Technical Support Representative Application” in the subject line. We look forward to welcoming you to our team!

Apply Now

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