IT Help Desk Support Professional
6 dni temu
We are seeking a highly skilled and motivated IT Help Desk Support Professional to join our team at TN Poland. As a Shopify Technical Support Representative, you will be responsible for providing exceptional technical support to clients using Shopify.
Key Responsibilities:- Provide first-level technical support via phone, email, or chat;
- Focus on resolving critical issues affecting the customer experience, particularly those impacting checkout or store access;
- 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;
- Identify and escalate recurring or systematic issues to improve overall customer experience;
- Collaborate with team members and actively contribute to knowledge-sharing initiatives;
- Maintain a positive and professional attitude while providing exceptional customer service.
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.
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