What you will doProvide first-level technical support to clients using Shopify via phone, email, or chat;Focus on resolving critical issues that negatively impact the customer experience, particularly those affecting checkout or store access;Respond promptly and professionally to incoming alerts and issues;Escalate complex issues to higher-level teams when necessary and follow up until resolution;Conduct postmortem analysis and follow up with the involved teams;Log all customer interactions, troubleshooting steps, and resolutions accurately in the ticketing system;Identify and escalate recurring or systematic issues to the appropriate teams to improve overall customer experience;Collaborate with team members and actively contribute to knowledge-sharing initiatives;Maintain a positive and professional attitude while providing exceptional customer service.Must haves2+ years of experience Shopify;Previous experience in customer service or technical support is desirable but not mandatory for entry-level candidates;Strong problem-solving and analytical skills with attention to detail;Good communication skills, both verbal and written;Basic understanding of computer systems, networks, software applications, and hardware components;Familiarity with ticketing systems (Jira);Ability to work independently and efficiently, while also being a team player;Flexibility to work in 12-hour shifts, including weekends and holidays, as part of a 24/7 support operation;Patience, empathy, and a customer-first mindset to ensure customer satisfaction;Willingness to continuously learn and adapt to new technologies and procedures;Upper-Intermediate English level.
#J-18808-Ljbffr