Job Description

We are looking for a technically strong and customer-focused person to provide day and night support to our customers through email and live chat. we are looking candidates preferrably from Jaipur Rajasthan

The ideal candidate should be comfortable handling technical as well as non-technical queries, investigating issues, following up with users, and identifying opportunities to convert support conversations into sales.

Key Responsibilities

Provide customer support through live chat and email during assigned shifts.
Handle both technical and non-technical customer queries.
Troubleshoot issues related to our Shopify/e-commerce applications and integrations.
Understand customer requirements and provide appropriate solutions.
Investigate issues using SQL/database queries and application logs.
Track customer conversations and follow up with users until their issues are resolved.
Proactively email users who need assistance, have stopped using the application, or may require additional features/plans.
Identify sales opportunities during support conversations and convert users into paid customers/upgrades.
Assist customers with onboarding, configuration, product usage, and integrations.
Escalate complex technical issues to the development team with proper technical details.
Maintain proper documentation of customer issues, solutions, and follow-ups.
Monitor unresolved tickets and ensure timely closure.
Understand e-commerce concepts such as products, variants, SKUs, inventory, orders, marketplaces, payments, shipping, and product synchronization.

Required Skills

Strong written English and excellent communication skills.
Previous experience in technical support/customer support.
Good understanding of SQL and relational databases.
Ability to read logs and perform basic technical troubleshooting.
Good understanding of e-commerce and SaaS applications.
Experience with Shopify or other e-commerce platforms is highly preferred.
Ability to understand APIs, integrations, webhooks, and synchronization concepts is a strong advantage.
Good problem-solving and analytical skills.
Comfortable communicating with customers from different countries and time zones.
Ability to identify sales opportunities and confidently explain paid plans/features.

Sales & Customer Success Skills

The person should not simply answer tickets. They should be able to:

Understand what the customer is trying to achieve.
Recommend the appropriate solution or plan.
Follow up with potential customers.
Re-engage inactive users.
Explain the benefits of upgrading.
Convert qualified support conversations into sales.
Build long-term relationships with customers.

Working Hours

The position requires day and night customer coverage.
Candidates should be comfortable working in rotational shifts, including evening/night shifts where required.
The objective is to provide reliable customer coverage across different time zones.

Preferred Experience

2+ years in technical support, SaaS support, e-commerce support, or application support.
Shopify/eBay/Amazon marketplace experience will be an advantage.
Experience with SQL, APIs, logs, and troubleshooting is preferred.