Product Support Specialist I (Merchant Care)
New
A
AffirmPayments technology
This remote role is open only to candidates residing in Alberta, British Columbia, Manitoba, New Brunswick, Newfoundland and Labrador, Nova Scotia, Ontario, Prince Edward Island, or Saskatchewan.Full-TimeEntry
SalaryCAN base pay range per year: $55,000 - $75,000
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Job Details
- Languages
- Fluent in French as well as English
- Experience
- 2+ years of experience in relevant industry (Tech, eCommerce, SaaS) and/or similar role(s)
- Required Skills
- ShopifySaaS
Requirements
- Be fluent in French and English.
- Have a bachelor’s degree or equivalent experience.
- Have 2+ years of experience in a relevant industry such as tech, e-commerce, or SaaS, and/or in a similar role.
- Handle a high volume of requests efficiently and empathetically.
- Write clearly about technical concepts and instructions in email.
- Understand complicated technical systems and concepts.
- Own projects through completion and adapt them as needs change.
- Nice to have: experience with major e-commerce platforms such as Shopify or WooCommerce, or exposure to web development concepts.
- Nice to have: comfort working with logs and formatted data to troubleshoot issues.
Responsibilities
- Support merchant partners, including e-commerce retailers using various platforms.
- Use troubleshooting techniques to resolve complex technical or configuration issues.
- Work with engineers to resolve technical and operational issues and provide high-touch merchant support.
- Manage multiple customer inquiries simultaneously and prioritize them appropriately.
- Build scalable support processes and use feedback to streamline workflows.
- Communicate with merchant partners about new features and enhancements.
- Aggregate merchant feature requests to inform future product planning.
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