Technical Support Specialist
A
AideySaaS, eCommerce, tech
Workable locations: PhilippinesFull-Time
Salary not disclosed
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Job Details
- Languages
- Excellent English communication skills: verbal, written, and reading are a MUST
- Required Skills
- ShopifyJiraCRMCustomer supportHubSpot
Requirements
- Excellent English communication skills: verbal, written, and reading
- Experience in customer support (preferably in SaaS, eCommerce, or tech) is an ADVANTAGE
- Hands-on Shopify experience is an ADVANTAGE
- Experience working with HubSpot or similar CRM/ticketing systems is an ADVANTAGE
- Familiarity with conversion rate optimization (CRO) best practices
- Team player - joining a small team in a fast-paced start-up, hungry to learn and work together
- Proactive, customer-first mindset, with a curiosity to understand the customer’s business and provide context-aware support
- Ability to problem-solve and provide thoughtful and accurate responses
- Personable, detail-oriented, and professional
- Ability to achieve excellent service outcomes
- Strong research skills
- Adaptable, able to respond to various requests appropriately (rather than relying on scripts)
- Strive to deliver exceptional service at all times
Responsibilities
- Monitor, troubleshoot, and respond to inbound and support-related inquiries in real time, providing clear and helpful responses
- Open and monitor Jira tickets, escalating internally as needed
- Go beyond just answering the question at hand—take the time to understand who the customer is, their business size, and their goals to offer relevant and strategic support
- Provide guidance on CRO best practices based on the customer’s needs, with support from the client's CRO experts
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