IT Help Desk Technician

Há 4 dias


Braga, Braga, Portugal Agileengine, Llc Tempo inteiro

About the Position

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We are seeking an experienced Shopify Customer Service Representative to join our team at Agileengine, LLC. As a key member of our customer support team, you will provide top-notch technical assistance to clients using Shopify via phone, email, or chat.

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Main Responsibilities:

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  • Resolve critical issues affecting customer experience, particularly those impacting checkout or store access;
  • Respond promptly and professionally to incoming alerts and issues;
  • Evaluate complex issues and escalate them to higher-level teams when necessary;
  • Conduct postmortem analysis and follow up with involved teams;
  • Accurately log customer interactions, troubleshooting steps, and resolutions in the ticketing system;
  • Identify and escalate recurring or systematic issues to improve overall customer experience;
  • Collaborate with team members and contribute to knowledge-sharing initiatives;

Requirements:

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  • 2+ years of experience in Shopify;
  • Strong problem-solving and analytical skills with attention to detail;
  • Excellent communication skills, both verbal and written;
  • 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;
  • Upper-Intermediate English level.

Benefits:

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We offer a supportive and dynamic work environment that encourages growth and development. If you're passionate about delivering exceptional customer service and have a knack for technical problem-solving, we encourage you to apply.



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