Technical Support Representative
- Valuelabs
- 2 - 4 years
- Indore
- 11 months ago
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Job Description
Key Responsibilities
- Provide responsive and detailed technical support to merchants via email, chat, and phone. Troubleshoot issues related to app functionality, Shopify integrations, and third-party services. Proactively engage in outbound communications to follow up on unresolved issues or product changes that affect customers.
- Collaborate with internal teams to escalate and resolve bugs, performance issues, and UX/UI concerns.
- Maintain accurate ticket records and follow up in a timely manner to ensure resolution and customer satisfaction.
- Contribute to support documentation, macros, and internal playbooks to drive self-service and operational efficiency.
- Champion the voice of the customer by sharing insights and feedback with the Product and Engineering teams.
Requirements
- 3-5 years of technical support experience, preferably in a SaaS or e-commerce environment. Strong understanding of Shopify, mobile app ecosystems, and customer success practices. Experience supporting mid-market or high-touch clients and managing high-stakes issue resolution.
- Proficiency with helpdesk tools such as Zendesk, Intercom, or Gorgias.
- Excellent written and verbal communication skills with an emphasis on clarity, empathy, and technical accuracy.
- Ability to prioritize and manage multiple conversations and tickets in a fast-paced environment. Comfortable working cross-functionally and independently in a remote-first culture.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information SecurityRole Category: IT SupportRole: IT Support - OtherEmployement Type: Full timeContact Details:
Company: ValuelabsLocation(s): Indore+ View Contact
Keyskills: Customer Support Shopify Zendesk intercom gorgias Mobile App
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₹ 1.5-6 Lacs P.A
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