Technical Support Specialist

3 weeks ago

Gurugram, India Glood.AI - Personalization & Experience For Shopify Full time

Join Our Dynamic Team

At Glood.AI, customer satisfaction is at the heart of what we do. We’re seeking a dedicated Technical Support Specialist to provide world-class support and resolve customer issues effectively. If you love solving problems, have a knack for technical troubleshooting, and enjoy helping customers succeed, this role is for you


About the Role

As a Technical Support Specialist at Glood.AI, you’ll be the first point of contact for our customers. You’ll ensure their issues are resolved quickly and efficiently while proactively working to improve their experience. This role also requires a basic understanding of web technologies, enabling you to assist customers with more technical issues related to their eCommerce stores.


Responsibilities

  • Handle online chat and email queries to resolve customer issues effectively.
  • Provide timely assistance via calls and follow up to ensure customer satisfaction.
  • Proactively reach out to customers to address potential concerns and provide guidance.
  • Assist customers with basic technical troubleshooting involving HTML, Liquid, CSS, and JavaScript in their Shopify stores.
  • Work closely with the development team to escalate and resolve more complex issues.
  • Collect and address customer feedback to improve the overall user experience.
  • Drive positive reviews through excellent service and proactive engagement.
  • Document and update knowledge base articles for common issues and solutions.


Qualifications

  • 1+ years of experience in technical support or a related role.
  • Excellent communication and problem-solving skills.
  • Proficiency in CRM tools and support platforms.
  • Basic understanding of HTML, CSS, Liquid (Shopify's templating language), and JavaScript.
  • Empathy and a customer-first mindset.
  • Strong organizational skills and the ability to manage multiple queries simultaneously.


Preferred Qualifications

  • Familiarity with eCommerce platforms, especially Shopify.
  • Experience in SaaS customer support.
  • Advanced knowledge of troubleshooting HTML, Liquid, CSS, and JavaScript for Shopify stores.
  • Technical aptitude and the ability to learn new tools and systems quickly.
  • Experience working in a fast-paced, customer-centric environment.


Benefits

  • Apple Devices
  • On-site work setup with flexible working hours and remote working options ️
  • Opportunities to meet and collaborate with awesome team members from all over the world
  • Work with a small and high-growth team

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