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Job Description
- Req#: 36chAkddxhnH
Employer Industry: eCommerce SaaS
Why consider this job opportunity:
- Fully remote position, allowing you to work from anywhere within the United States or Canada
- Comprehensive health benefits that support your physical and mental well-being
- Competitive salary based on experience and market benchmarks
- Company-provided equipment to ensure you have everything you need to succeed from day one
- Opportunity for professional development and mentorship within a collaborative team environment
- A culture that values authenticity, teamwork, and continuous improvement
What to Expect (Job Responsibilities):
- Troubleshoot and resolve escalated Tier 1 support cases, particularly technical and integration-related challenges
- Act as a subject matter expert on platform functionality, advising eCommerce clients on best practices
- Manage complex issues involving APIs, workflows, payments, and system integrations
- Document all cases in CRM/helpdesk systems and analyze usage trends to support improvements
- Mentor Tier 1 team members and contribute to refining documentation and processes
What is Required (Qualifications):
- Minimum of 3 years in customer support, including at least 1 year in Tier 2 or technical SaaS/eCommerce support
- Familiarity with eCommerce platforms (e.g., Shopify, BigCommerce, Magento) and APIs
- Strong skills in advanced Excel, with optional experience in SQL, HTML/CSS, JavaScript, and Google Analytics
- Proven ability to translate technical issues into clear, client-friendly communication
- Bachelor's degree in Business, IT, or related field preferred but not required
How to Stand Out (Preferred Qualifications):
- Experience with CRM/helpdesk systems such as HubSpot, Wrike, and Trello
- Basic knowledge of web technologies and data management methodologies
- Previous involvement in product feedback cycles and helpdesk ticket management
- Strong analytical skills to identify trends and support product improvements
- Ability to deliver high-touch support and training for workflow optimization
#eCommerce #CustomerSupport #RemoteWork #SaaS #CareerGrowth
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