Shopify Technical Support Specialist

Responsibilities include, but are not limited to:

• Offer technical support to clients, emphasizing expertise in Shopify.
• Demonstrate proficiency in CSS, HTML, and JavaScript.
• Possess a high-level understanding of Shopify’s Liquid.
• Ensure a smooth self-installation process of the app for clients.
• Answer customer emails and chats promptly, addressing their queries and concerns.
• Collaborate with the team to escalate and resolve technical issues efficiently.
• Document and maintain a comprehensive knowledge base for common technical queries.
• Collaborate with cross-functional teams to improve the overall customer experience.
• Monitor customer feedback and contribute insights for continuous improvement.

Expectations:

• Technical proficiency with a focus on Shopify.
• Familiarity with CSS; HTML and JavaScript..
• High-level understanding of Shopify’s Liquid.

• Capability to handle live chat, email interactions, and customer queries effectively.

While the primary responsibilities outlined above represent the core tasks, it's crucial to emphasize our commitment to elevating service. The role may, at times, involve some light customer success responsibilities in the future. Although not an immediate requirement, our goal is to ensure that any potential hire is capable in these aspects:

• Email and live chat support (including proactive pre-sales chats)
• Proactively engaging with clients at risk of churning
• Developing internal and external knowledge bases (help documentation)
• Setting up or optimizing help desks according to best practices, including a reporting dashboard
• Personalized efforts to recover lost revenue through dunning processes (given that nearly 50% of churn is due to failed payments)
• Establishing a proven process to garner more 5-star reviews from customers
• Handling various back-office tasks that aren't the most efficient use of time for you or the team.

• Additionally, you may be asked to operate a custom GPT to do other tasks to help the client.

To apply please attach your resume and send it to careers@xfusion.io