IT Support Engineer (Junior/Middle) ID32267

AgileEngine, LLC.; Bogotá; On-site; COP 101,675,614 - 183,016,105; Full time

Benefits offered by this job

Crecimiento profesional

Compensación competitiva

Proyectos emocionantes

Horario flexible

Job summary

Una empresa innovadora busca personas apasionadas por el servicio al cliente para unirse a su equipo de soporte técnico. En este entorno dinámico, tendrás la oportunidad de resolver problemas críticos que afectan la experiencia del cliente, mientras trabajas con un equipo talentoso. Con un enfoque en el crecimiento profesional, recibirás mentoría y participarás en proyectos emocionantes con clientes de primer nivel. Si disfrutas aprender y adaptarte a nuevas tecnologías, esta es la oportunidad perfecta para ti en una empresa que valora tu bienestar y desarrollo.

Qualifications

• 2+ años de experiencia en Shopify y atención al cliente.
• Habilidades de comunicación verbal y escrita son esenciales.

Responsibilities

• Proporcionar soporte técnico de primer nivel a los clientes usando Shopify.
• Colaborar con el equipo y contribuir a iniciativas de intercambio de conocimientos.

Skills

Experiencia en Shopify

Habilidades de resolución de problemas

Habilidades de comunicación

Atención al detalle

Mentalidad centrada en el cliente

Tools

Jira

Job description

Full time | AgileEngine | Colombia

Posted On 03/03/2025

Job Information

City: Usaquen

State/Province: Bogota, D.C.

Zip Code: 110111

Industry: IT Services

Job Description

AgileEngine is one of the Inc. 5000 fastest-growing companies in the U.S. 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.