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Customer Service Representative

2 tygodni temu


Gdańsk, Pomerania, Polska TN Poland Pełny etat
About the Role

We are looking for a skilled Customer Service Representative to join our team as a Junior Technical Support Specialist. In this role, you will be responsible for providing top-notch customer service to clients using Shopify.

Your primary focus will be on resolving critical issues that negatively impact the customer experience, particularly those affecting checkout or store access. You will work collaboratively with our teams to identify and escalate recurring or systematic issues to improve overall customer satisfaction.

Key Responsibilities
  • Provide first-level technical support to clients via phone, email, or chat;
  • Focus on resolving critical issues that negatively impact the customer experience;
  • 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 involved teams;
  • Log all customer interactions, troubleshooting steps, and resolutions accurately in the ticketing system;
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.