We are currently seeking a highly motivated Support Agent to join our team for a new client project in the e-commerce sector. This is an exciting opportunity to work with a dynamic and innovative brand, providing technical assistance and ensuring a seamless customer experience.

About the role

• As a Technical Support Agent, you will be the first point of contact for customers, troubleshooting a wide range of complex issues that arise in online commerce. You'll be working on a unique blend of customer service and light technical tasks to ensure smooth operations for our clients.

In this role, you will:

• Respond to customer inquiries via email, chat, and other communication channels.
• Troubleshoot and resolve a wide range of issues which on the “hard” end of the spectrum involve debugging APIs and web platforms (“stripe”, “shopify” and so on)
• Log and manage support tickets with a high degree of conscientiousness and attention to detail.
• Maintain a clear understanding of the client's business and operating model (e.g., e-commerce, shipping systems) to effectively address issues.
• Collaborate with internal teams to escalate complex issues as needed.

What You'll Need

Technical Competencies:

• Proven experience understanding and troubleshooting complex problems and systems
• Familiarity with using Postman for API troubleshooting is a plus.
• Ability to read log files and basic scripting knowledge is an advantage.
• Basic SQL skills are also a nice-to-have.

Soft Skills:

• Excellent English communication (spoken and written)
• Ability to simplify technical explanations
• Patience, empathy, and active listening
• Problem-solving
• Leadership capabilities are a plus.
• We're looking for bright, quick learners with a strong working memory