Product Support Engineer

ReqOpen; Gurugram District; On-site; INR 400,000 - 700,000; Full time

Benefits offered by this job

Annual leaves

Free lunch and snacks

Competitive compensation

Job summary

ReqOpen is hiring a Product Support Engineer in Gurugram for a full-time, on-site role. You will assist customers via chat, email, and Slack, resolving product-related queries and troubleshooting issues related to Shopify/Loop Subscriptions while maintaining high CSAT.

The position requires up to 2 years of customer-facing experience and a tech degree. You will work in a fast-paced environment with US shift timings (6pm-4am IST) and enjoy perks like annual leaves, free lunch, and competitive

Qualifications

• Up to 2 years of experience in customer support or a related customer-facing role.
• Proficiency in JavaScript, HTML and CSS.
• Initiative-focused mindset with a self-driven approach.
• Strong problem-solving skills and attention to detail.
• Excellent written and verbal communication skills.

Responsibilities

• Resolve product-related queries via chat, email, and Slack and manage merchant issues on Slack.
• Own CSAT by delivering timely, empathetic, and accurate resolutions.
• Identify and resolve process issues to improve support efficiency.
• Meet quality standards, KPIs, and KRAs across all support channels.
• Provide technical troubleshooting and product expertise for Shopify/Loop Subscriptions.
• Identify trends and report missing documentation to relevant teams.
• Address outages or critical issues quickly with timely communication.

Skills

Customer support

JavaScript

HTML

CSS

Education

Bachelor's degree in technology

Job description

ReqOpen / Jobs

Product Support Engineer

Loop Subscriptions Gurugram

Full-time Work from Office htmlcssjavascriptshopifycustomer supportchat supportcsat

About Loop

Loop is a subscription management platform built for e-commerce brands on Shopify. Our primary market is the US, with growing presence in Europe and ANZ.

About The Role

You will be required to deliver exceptional customer experiences through chat, email, and Slack. You will resolve product-related queries, troubleshoot technical issues, and ensure high CSAT scores by providing timely, empathetic, and accurate support.

Key Responsibilities

• Resolve product-related queries using chat-based software and manage merchant issues on Slack
• Own Customer Satisfaction (CSAT) by delivering timely, empathetic, and accurate resolutions
• Proactively identify and resolve process issues to improve support efficiency
• Meet quality standards, KPIs, and KRAs consistently across all support channels
• Provide technical troubleshooting and product expertise for Shopify/Loop Subscriptions
• Identify trends and report missing documentation to relevant teams
• Address outages or critical issues quickly with timely communication

Ideal Profile

• Up to 2 years of experience in customer support or a related customer-facing role
• Understanding of JavaScript, HTML, and CSS
• Initiative-focused mindset with a self-driven approach
• Strong problem-solving skills and attention to detail
• Strong communication skills, both written and verbal
• Bachelors degree in a technology-related field

Good to Have

• Experience in the e-commerce industry
• Exposure to startup environments

Perks

• Annual leaves
• Free lunch and snacks
• Competitive compensation

Location & shift timings

• Sector 44, Gurgaon
• US shift (6pm IST-4am IST)