Technical Support Specialist
New
R
RechargeSaaS Subscription Platform
Location: Remote, 8am to 5pm PSTFull-TimeMiddle
Salary54,000 USD - 74,000 CAD per year
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Job Details
- Experience
- 2+ years
- Required Skills
- SQLHTMLCSSJavascriptShopifyTechnical supportSaaSZendesk
Requirements
- 2+ years of experience in technical customer support at a SaaS company.
- Experience in or around the Shopify ecosystem is ideal.
- Proficiency with a ticketing platform such as Intercom, Zendesk, or HelpScout.
- Excellent written and verbal communication skills.
- Basic knowledge of HTML, CSS, and JavaScript.
- Familiarity or willingness to learn tools like Splunk, SQL, and Looker.
- Ability to work shifts, specifically 8am-5pm PST.
- Problem-solving mindset with ability to prioritize issues based on severity.
- Comfort with ambiguity and fast-moving environments.
Responsibilities
- Resolve questions and issues for online merchants using technical expertise.
- Communicate clearly in writing to both technical and non-technical audiences.
- Make occasional outbound phone calls for quick context gathering.
- Diagnose technical issues and guide merchants to subscription-related resolutions.
- Educate merchants on features and capabilities to drive their success.
- Identify patterns and escalate recurring bugs to the engineering team.
- Collaborate with teammates in a swarm support model to resolve issues.
- Maintain product expertise through current releases.
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