Technical Customer Support Specialist & Customer Success Manager

We have 11 Shopify apps for which we are looking for customer support specialist. The work will be as described below -

- Handling support tickets by live chat or email and resolving customer queries.
- Understanding how our app works so based on that you can assist the customers
- Covering the time blocks of Odd hours mostly the EST timezone hours.
- Setting up our app in client's website by following our setup instructions
- Troubleshooting: Communicate with users to understand the issues they're experiencing, and provide updates in a friendly & timely manner.
- Case Escalation: Collaborate with Technical Support team members to escalate code-related threads or potential bugs.
- Get more reviews on our Shopify apps by providing best support to them
- Creating customer lifecycle segments by Intercom or any other chat tool to ask the customer how the app is working for him, or whether he has any issue with apps.
- Creating better support structure for our apps.

Requirements:

- 3+ years of experience doing customer support for a USA based tech company, ideally a web design or SAAS company.
- Excellent communication and writing skills. Absolute fluency in English is required.
- Flexibility with working odd hours on a set schedule (dependent on location)
- Stable high-speed internet connection
- Experience building a website with Shopify, Wix, Squarespace, WordPress will be a plus!
- Knowledge of Shopify will be a plus!
- Basic understanding of HTML and CSS

NOTE: This position is for a full time remote contractor position.

- 2 trips per year

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