Product Support Specialist I (Merchant Care)
New
J
JobgetherPayments, e-commerce
Remote work within eligible Canadian provincesFull-TimeJunior
SalaryCAD $55,000–$75,000 annual base salary
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Job Details
- Languages
- Professional fluency in French and English
- Experience
- At least 2 years of experience in a relevant industry, such as technology, e-commerce, or SaaS, and/or in a comparable support role.
- Required Skills
- ShopifyCustomer serviceWritten communicationAnalytical thinking
Requirements
- Professional fluency in French and English.
- At least 2 years of experience in technology, e-commerce, SaaS, or a comparable support role.
- A bachelor's degree or equivalent practical experience.
- Ability to understand complex technical systems, investigate configuration issues, and identify practical solutions.
- Ability to manage a high volume of requests while remaining empathetic, professional, and detail-oriented.
- Strong writing skills and ability to explain technical concepts clearly through email.
- Track record of taking responsibility for projects and tasks from start to completion.
- Ability to identify underlying concerns, recognize patterns, and anticipate potential issues.
- Comfort collaborating with cross-functional teams, including technical stakeholders.
- Ability to balance competing priorities and contribute to evolving processes in a fast-paced environment.
- Familiarity with Shopify or WooCommerce, or knowledge of web development concepts, is an asset.
- Experience reviewing logs and structured data to investigate and troubleshoot issues is an advantage.
Responsibilities
- Provide responsive assistance to e-commerce retailers using the company's payment products and services.
- Investigate and resolve technical, account, and configuration problems using structured troubleshooting techniques.
- Collaborate with Engineering, Sales, Client Success, and Operations to resolve technical and operational challenges.
- Manage multiple merchant requests, prioritizing issues while maintaining accuracy, efficiency, and empathy.
- Keep merchant partners informed with clear explanations, actionable instructions, and timely updates.
- Identify opportunities to streamline workflows and develop scalable support procedures.
- Coordinate merchant outreach about new features, enhancements, and product changes.
- Gather and consolidate merchant feedback and feature requests to inform product planning.
- Build knowledge of payment products, merchant integrations, and relevant technical systems.
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