IT Support Engineer
2 semanas atrás
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Client:AgileEngine
Location:Coimbra, Portugal
Job Category:Other
EU work permit required:Yes
Job Reference:a78b5dd761d9
Job Views:3
Posted:15.03.2025
Job Description: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- Provide first-level technical support to clients using Shopify via phone, email, or chat.
- Focus on resolving critical issues that negatively impact the customer experience, particularly those affecting checkout or store access.
- Respond promptly and professionally to incoming alerts and issues.
- Escalate complex issues to higher-level teams when necessary and follow up until resolution.
- Conduct postmortem analysis and follow up with the involved teams.
- Log all customer interactions, troubleshooting steps, and resolutions accurately in the ticketing system.
- Identify and escalate recurring or systematic issues to the appropriate teams to improve overall customer experience.
- Collaborate with team members and actively contribute to knowledge-sharing initiatives.
- Maintain a positive and professional attitude while providing exceptional customer service.
- 2+ years of experience in Shopify.
- Previous experience in customer service or technical support is desirable but not mandatory for entry-level candidates.
- Strong problem-solving and analytical skills with attention to detail.
- Good communication skills, both verbal and written.
- Basic understanding of computer systems, networks, software applications, and hardware components.
- Familiarity with ticketing systems (Jira).
- Ability to work independently and efficiently, while also being a team player.
- Flexibility to work in 12-hour shifts, including weekends and holidays, as part of a 24/7 support operation.
- Patience, empathy, and a customer-first mindset to ensure customer satisfaction.
- Willingness to continuously learn and adapt to new technologies and procedures.
- Upper-Intermediate English level.
- Professional growth: Accelerate your professional journey with mentorship, TechTalks, and personalized growth roadmaps.
- Competitive compensation: We match your ever-growing skills, talent, and contributions with competitive USD-based compensation and budgets for education, fitness, and team activities.
- A selection of exciting projects: Join projects with modern solutions development and top-tier clients that include Fortune 500 enterprises and leading product brands.
- 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.
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.
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