E-Commerce App Technical Support Specialist – Associate Level

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Oversee, diagnose, and address incoming support inquiries in real-time, delivering clear and effective responses.

• Create and track Jira tickets, escalating issues internally as necessary.

• Go beyond merely answering questions—invest time in understanding the customer, their business size, and their objectives to provide relevant and strategic support.

• Offer guidance on CRO best practices tailored to the customer’s needs, with assistance from the client's CRO experts.

⛳️ Requirements

• Proficiency in English is essential; you must communicate fluently, confidently, and clearly, both verbally and in writing. Please apply only if you possess exceptional English skills. - MUST

• A minimum of 1 year of experience supporting an eCommerce SaaS application as a Technical Support Specialist is required, including managing email support tickets, conducting troubleshooting calls, and assisting merchants with website code implementation, third-party app configuration, and other implementation challenges. - MUST

• Practical experience with HTML and CSS is required; experience with JavaScript is considered an ADVANTAGE.

• Familiarity with HubSpot or a similar CRM is essential. - MUST

• Must be available to work rotating shifts, weekends, and provide on-call coverage. - MUST

• Experience with Jira, browser developer tools, theme editors, app integrations, and APIs is a notable ADVANTAGE.

• Prior experience in providing support through live chat is an ADVANTAGE.

• Knowledge of conversion rate optimization (CRO) best practices is an ADVANTAGE.

🏝️ Benefits

• Competitive salary.

• Exposure to a cutting-edge, fast-paced work environment.

• Fully remote, long-term opportunity.

• Stable full-time schedule.

• Clearly defined processes and structured work.

• Opportunity for advancement into higher-level roles.