IT Support Engineer (Middle) ID32267

JobFinder Spain; Florianópolis; Híbrido; USD 30.000 - 60.000; Tempo integral

Resumo da oferta

Join a dynamic and rapidly growing company that thrives on innovation and excellence! This role offers an exciting opportunity to provide first-level technical support to clients using a leading e-commerce platform. You'll be part of a collaborative team that values continuous learning and professional growth. With a focus on customer satisfaction, you'll tackle challenges head-on and contribute to improving the overall customer experience. Enjoy a flexible work environment that promotes work-life balance and offers competitive compensation. If you're ready to take your career to the next level, this is the perfect opportunity for you!

Serviços

Professional growth opportunities

Competitive USD-based compensation

Education budget

Fitness budget

Flextime options

Team activities

Qualificações

• 2+ years of experience in Shopify is required.
• Strong problem-solving and communication skills are essential.

Responsabilidades

• Provide first-level technical support to clients using Shopify.
• Log customer interactions and escalate complex issues as needed.

Conhecimentos

Shopify experience

Problem-solving skills

Communication skills

Attention to detail

Customer service mindset

Flexibility

Ferramentas

Jira

Descrição da oferta de emprego

AgileEngine is one of the Inc. 5000 fastest-growing companies in the U and a top-3 ranked dev shop according to Clutch. We create award-winning custom software solutions that help companies across 15+ industries change the lives of millions.

If you like a challenging environment where you’re working with the best and are encouraged to learn and experiment every day, there’s no better place - guaranteed!

What you will do

1. Provide first-level technical support to clients using Shopify via phone, email, or chat.
2. Focus on resolving critical issues that negatively impact the customer experience, particularly those affecting checkout or store access.
3. Respond promptly and professionally to incoming alerts and issues.
4. Escalate complex issues to higher-level teams when necessary and follow up until resolution.
5. Conduct postmortem analysis and follow up with the involved teams.
6. Log all customer interactions, troubleshooting steps, and resolutions accurately in the ticketing system.
7. Identify and escalate recurring or systematic issues to the appropriate teams to improve overall customer experience.
8. Collaborate with team members and actively contribute to knowledge-sharing initiatives.
9. Maintain a positive and professional attitude while providing exceptional customer service.

Must haves

1. 2+ years of experience in Shopify.
2. Previous experience in customer service or technical support is desirable but not mandatory for entry-level candidates.
3. Strong problem-solving and analytical skills with attention to detail.
4. Good communication skills, both verbal and written.
5. Basic understanding of computer systems, networks, software applications, and hardware components.
6. Familiarity with ticketing systems (Jira).
7. Ability to work independently and efficiently, while also being a team player.
8. Flexibility to work in 12-hour shifts, including weekends and holidays, as part of a 24/7 support operation.
9. Patience, empathy, and a customer-first mindset to ensure customer satisfaction.
10. Willingness to continuously learn and adapt to new technologies and procedures.

The benefits of joining us

1. Professional growth: Accelerate your professional journey with mentorship, TechTalks, and personalized growth roadmaps.
2. Competitive compensation: We match your ever-growing skills, talent, and contributions with competitive USD-based compensation and budgets for education, fitness, and team activities.
3. A selection of exciting projects: Join projects with modern solutions development and top-tier clients that include Fortune 500 enterprises and leading product brands.
4. Flextime: Tailor your schedule for an optimal work-life balance, by having the options of working from home and going to the office – whatever makes you the happiest and most productive.

Next Steps After You Apply

The next steps of your journey will be shared via email within a few hours. Please check your inbox regularly and watch for updates from our Internal Applicant site, LaunchPod, which will guide you through the process.