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Technical Support Specialist

1 semana atrás


Coimbra, Coimbra, Portugal TN Portugal Tempo inteiro
Job Description

We are seeking a highly motivated and detail-oriented Technical Support Specialist to join our team. As a Shopify customer advocate, you will be responsible for providing first-level technical support to clients using Shopify via phone, email, or chat.

Your primary goal will be to resolve critical issues that negatively impact the customer experience, particularly those affecting checkout or store access. You will need to respond promptly and professionally to incoming alerts and issues, escalating complex ones to higher-level teams when necessary and following up until resolution.

In this role, you will conduct postmortem analysis and follow up with involved teams, log all customer interactions, troubleshooting steps, and resolutions accurately in the ticketing system. Additionally, you will identify and escalate recurring or systematic issues to improve overall customer experience.

You will collaborate with team members and actively contribute to knowledge-sharing initiatives. To be successful in this position, you must maintain a positive and professional attitude while providing exceptional customer service.