Technical Customer Support Representative

This is a technical role. If you don’t possess basic HTML/CSS/JS skills, please do not apply.

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We are a small team of four people who have been building tools for Shopify merchants for four years. We’ve been growing steadily and have now reached a point where we need our second customer support representative.

We take customer support very seriously, as evidenced by our app’s excellent rating. Now we are ready to take our customer support to an even higher level.

Your main responsibility will be communicating with customers and helping them solve technical issues. But you will also have the opportunity to try yourself in other aspects of the business. Initiative is always welcome here. It’s easy to carve out your own new role if it brings value to the company.

Right now we are in an urgent need of people who understand SEO and can research and write excellent technical articles. So, this role might be split 50/50 between CS and SEO/writing, making it more interesting.

Some of the most important duties

• Communicating with customers via live chat or email and resolving any problems they have
• Continuously learning about the features of our app and the broader Shopify ecosystem to better assist customers
• Summarizing product feedback from merchants and suggesting new ideas for product improvements
• Performing manual app tests for new feature releases
• Handling some non-CS tasks (e.g., researching tools, writing blog posts, creating mockups). These tasks will be assigned based on your natural abilities and interests.

Must have

• Knowledge of basic HTML/CSS/JS and a willingness to learn more if needed
• Superb written and verbal communication skills
• Attention to detail
• Enjoying talking to people and solving their problems
• Ability to handle “hard” customers (we have very few of those though 😊)
• Proficiency in discussing technical concepts at a high level
• Ability and willingness to write technical documentation/articles
• Willingness to perform non-CS tasks (we are a small startup and we all wear multiple hats)
• Willingness to have at least a 4-hour overlap with GMT+7, between 9am–6pm

Additional things that will make you stand out

1. Deep knowledge of SEO
2. Your own e-commerce or tech oriented blog
3. Basic video production skills to produce technical screencasts
4. UI/UX design skills
5. Reddit marketing experience

If you have any of the above, please send relevant links in the application.

Nice to have

• Experience working with Shopify, especially in theme development/customization
• Experience working with B2B SaaS
• Additional languages (especially French, Spanish, and Italian)
• Any other skills useful in a startup (e.g., marketing, SEO, video editing, etc.)

Salary

Negotiable