Product Support Specialist

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

📋 Description

• YOU WILL

• Provide assistance to merchant partners, including e-commerce retailers utilizing various online platforms

• Investigate and resolve technical, operational, and configuration-related challenges using a variety of troubleshooting methods

• Collaborate closely with internal technical and business teams to ensure prompt resolution of merchant inquiries and deliver a superior support experience

• Manage multiple customer requests concurrently while effectively prioritizing tasks and upholding service standards

• Contribute to the development and enhancement of scalable support processes and workflows

• Communicate with merchant partners regarding product updates, new features, and service improvements

• Gather and relay customer feedback and feature requests to facilitate product enhancements and future development initiatives

⛳️ Requirements

• YOU NEED

• A Bachelor's degree or equivalent professional experience

• A minimum of 2 years of experience in a relevant industry (e.g., Technology, E-commerce, SaaS, FinTech) and/or a comparable customer-facing support role

• Capability to manage a high volume of requests effectively while maintaining a customer-centric approach

• Strong written communication skills, with the ability to articulate technical concepts and instructions clearly and professionally

• Ability to quickly comprehend complex technical systems, processes, and integrations

• Proven track record of taking ownership of projects and tasks, driving them to completion while adapting to shifting priorities

• Strong analytical and problem-solving skills, including the ability to identify underlying customer needs and challenges

• Ability to foster positive relationships with customers and internal stakeholders

• Nice to Have

• Experience with major e-commerce platforms such as Shopify, WooCommerce, Magento, or similar solutions

• Familiarity with web technologies, APIs, or basic web development concepts

• Experience working with logs, structured data, or technical troubleshooting tools

• Experience in payments, fintech, or digital commerce environments

• Seniority level will be adjusted based on experience

🏝️ Benefits

• **Work flexibility** We provide you the opportunity to tailor your work to fit your lifestyle. Flexible hours and the potential for remote or hybrid work are available depending on the role and your preferences.

• **Basic benefits package** We prioritize the health and well-being of our employees by offering private medical care, a MultiSport card, and life insurance.

• **Development on your terms** We allocate an individual development budget for your professional growth. As a Lumina Learning partner, we also grant you access to unique tools and the support of certified practitioners, helping you better understand your potential and enhance your talents.

• **Integration and shared experiences** We regularly engage in new experiences together and cultivate relationships in an inspiring atmosphere, from cooking sessions and yoga retreats in nature to the excitement of escape rooms.