It Support Engineer
2 semanas atrás
Job Description AgileEngine is one of the Inc. 5000 fastest-growing companies in the U 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.
Must haves 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.
The benefits of joining us 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.
Next Steps After You Apply 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.
Requirements 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.
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