Remote Customer Service Specialist | E-Commerce Helpdesk (Enterprise Hardware)

Company: Server Part Deals (Server Tech Solutions, Inc.)

Work Setup: Full-time, Remote

Schedule: 9:00 AM – 6:00 PM Eastern Time (US)

ABOUT US

Server Part Deals is one of the largest online sellers of enterprise storage — refurbished enterprise hard drives, SSDs, and server components. We ship thousands of orders a month through multiple storefronts including eBay, Amazon, Walmart, Newegg, Shopify, and our own site, serving customers ranging from homelab builders to data centers, across the US and internationally. Our customer service reputation is a core business asset, and this role helps protect it.

ABOUT THE ROLE

You'll join a small, high-performing remote CS team resolving customer tickets across all our marketplaces through our helpdesk platform (eDesk). This is a high-volume, writing-intensive role — our current specialists resolve 50–70 tickets per day with fast handling times and a high first-contact resolution rate, and that's the bar. You'll be trained thoroughly on our products, policies, and tools, with a documented knowledge base and direct support from our CS Manager, plus a clear path to expanded authority (refund approvals, exception handling) as you demonstrate accuracy.

WHAT YOU'LL DO

Resolve customer inquiries across all storefronts: order status, tracking, product/compatibility questions, returns, warranty claims, and shipping issues

Initiate and process RMAs within our returns system, following documented policy

Follow marketplace-specific messaging rules and policies (eBay, Amazon, Walmart, Newegg) — accuracy here directly affects our seller account health

Screen orders for red flags: suspicious shipping addresses, potential fraud, pricing or listing errors — and flag them before they ship

Use, maintain, and suggest improvements to response templates and macros

Escalate complex cases to the CS Manager with clear, complete internal notes

Participate in a weekly quality-review process and apply feedback quickly

WHAT WE'RE LOOKING FOR

2+ years of e-commerce customer service experience, ideally including eBay and/or Amazon marketplace support

Proven ability to sustain high ticket volume (50+ tickets/day) without sacrificing accuracy or tone

Excellent written English — clear, professional, and warm; most of this job is writing

Experience with a helpdesk platform (eDesk, Zendesk, Freshdesk, Gorgias, or similar)

Strong attention to detail — you notice when something about an order looks wrong

Self-directed and reliable in a remote setting: quiet workspace, dependable high-speed internet, consistent schedule

Comfortable learning technical products — you don't need to be a hardware expert on day one, but you need to want to become one

BONUS POINTS FOR

Knowledge of PC/server hardware (hard drives, SSDs, RAID, servers) or experience selling refurbished electronics

Experience with Amazon Seller Central or eBay Seller Hub case handling

Shopify admin experience

SCHEDULE & COMPENSATION

Full-time, 9:00 AM – 6:00 PM Eastern Time

Paid training on our products, systems, and policies

Salary: [to be added]

HOW TO APPLY

To be considered, you must complete our application form: https://forms.gle/uN32hr5kdi9XguxW8

Please note: we do not entertain candidates who message us directly. Applications submitted outside the form will not be reviewed.