Technical Support Specialist

Swap; Greater London; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

An established industry player is seeking a Technical Support Specialist to enhance the customer experience for e-commerce brands. This hybrid role offers the chance to work in a collaborative environment, where you'll assist clients in utilising the platform's features effectively. Your expertise in technical support and e-commerce logistics will be invaluable as you troubleshoot issues and guide clients through software configurations. Join a dynamic startup where your contributions will significantly impact growth and innovation, and enjoy the opportunity for professional development in a supportive team setting.

Qualifications

• 3+ years experience in software technical support role.
• Experience with e-commerce shipping and logistics processes is a huge advantage.

Responsibilities

• Serve as a technical contact for clients, troubleshooting technical issues.
• Guide clients through the configuration and setup of our software features.

Skills

Technical Support

E-commerce Shipping

APIs

SaaS Support

Time Management

Customer Service

Education

3+ years in Technical Support

Tools

Postman

Ticketing Systems

CRM Software

Job description

Swap is a leading software provider dedicated to empowering e-commerce brands with innovative, data-driven solutions. Our cutting-edge platform helps online retailers optimise their operations, enhance customer experiences, and drive growth. We are committed to fostering a collaborative and inclusive work environment where creativity and innovation thrive.

The Role:

This is a hybrid role and in-office days can be discussed during the interview process.

We are looking for a reliable, organised and experienced Technical Support Specialist to play a crucial role in assisting our clients with effectively utilising our platform's features. Reporting to our Technical Support Lead, you will be the point of contact for technical questions, troubleshooting, and resolving issues as soon as possible. We value a strong desire to learn and grow and provide comprehensive training to help you succeed. This is a unique opportunity to be part of a startup environment where your contributions will have a direct impact on our success.

Responsibilities:

• Serve as a technical contact for clients, responding to their inquiries and troubleshooting technical issues focussing on our outbound shipping and order return products.
• Conduct thorough investigation and diagnosis of reported issues, utilising available resources and collaborating with internal teams to identify and implement effective resolutions.
• Guide clients through the configuration and setup of our software's features, ensuring they understand and utilise the platform's capabilities to their fullest potential.
• Document and maintain accurate records of customer interactions, inquiries, troubleshooting steps, and resolutions in our ticketing system, ensuring a comprehensive knowledge base for future reference.
• Identify opportunities to streamline and optimise processes, both internally and for clients, to enhance the efficiency and effectiveness of our order return functionalities.
• Support the Technical Support Lead with projects as needed.

Requirements:

• Minimum of 3 years experience in a software technical support role.
• Experience with e-commerce shipping and logistics processes is a huge advantage.
• Strong technical aptitude and a demonstrated technical mindset.
• Ability to work independently in a fast-paced, dynamic environment, effectively managing multiple priorities and meeting deadlines.
• Customer-focused mindset with a passion for delivering exceptional customer support and driving customer satisfaction - including jumping on the occasional client call.
• Good time management, prioritisation, and multitasking abilities.
• Experience with APIs and API tools such as Postman.
• Experience providing support and troubleshooting SaaS.
• Experience at a start-up.
• Experience with ticketing systems and CRM software.

Diversity & Equal Opportunities

We embrace diversity and equality in a serious way. We are committed to building a team with a variety of backgrounds, skills, and views. The more inclusive we are, the better our work will be. Creating a culture of equality isn't just the right thing to do; it's also the smart thing to do.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Software Development and Technology, Information and Media

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