Position Overview:
The Technical Support Representative will be responsible for providing help on topics relating to our e-commerce analytics and visualization platform which helps ‘direct to consumer’ brands understand, analyze, and take action on consolidated e-commerce data, from sources such as Shopify, Google Analytics, Facebook, and more. Interactions between the Technical Support Representative and merchants will have a direct impact on our client’s reputation. The candidate should have previous proven experience as a tier 1 technical support representative preferably for a software company.
Primary Responsibilities:
- Manage help desk software or ticket system
- Troubleshooting and managing simple software issues using knowledge base articles and FAQs
- Provide help regarding the company product or services
- Stay up-to-date with updates, and changes within the company
- Research questions on available resources (FAQ manual)
- Delegate difficult problems to the second level support
- Build Customer eComm Dashboards using Looker Software
- Recommend the best visualizations for merchants to utilize
- Manage assigned tasks in project management platform
Qualifications:
- Outstanding verbal and written communication in business terms with external customers
- Capability to maintain the highest confidentiality around company proprietary information
- Enjoyment of working with and communicating with people and solving problems
- Ability to multi-task and prioritize while remaining calm and pleasant
- Solid problem-solving skills
- Strong organizational skills
- Experience in SQL required
- Experience with Hubspot a plus
- Experience with Asana, Looker or Tableau are a plus
- SaaS/Software Support experience is a plus
- Experience with databases or data modeling a plus