Technical Support Specialist
We are looking for a skilled and solution-oriented Technical Support Specialist to join our Customer Success team. In this role, you will handle technical-related inquiries from global users of our E-commerce themes and apps, ensuring smooth integration, optimal performance and an excellent customer experience. You will work closely with customers, the Development team and other teams to troubleshoot issues, optimize store performance and contribute to product improvement.
Responsibilities
- Handle technical-related customer queries via live chat and email (in English), ensuring timely and accurate responses
- Troubleshoot and resolve issues related to themes, apps, integrations and store functionality
- Support customers in customizing themes using HTML/CSS, JavaScript, and Shopify Liquid (when necessary)
- Guide customers in maximizing the value of FoxEcom services, including recommending suitable upgrades (upsell) and additional products (cross-sell)
- Proactively request product reviews/ testimonials from satisfied customers
- Collaborate with the Development team to escalate and resolve complex technical issues
- Document technical solutions and contribute to Help Center content when necessary
- Maintain flexibility to work overtime during holidays or peak periods when necessary
Requirements
Technical skills
- Knowledge of HTML and CSS
- Basic knowledge of JavaScript (preferred)
- Knowledge of Shopify Liquid (training can be provided if needed)
- Understanding of SEO principles and website optimization based on Google PageSpeed is a plus
- Ability to debug and resolve front-end technical issues efficiently
Core Competencies
- Strong problem-solving and analytical thinking skills
- High sense of responsibility and ownership
- Ability to communicate technical concepts clearly in English to non-technicals
- Ability to work under pressure and manage multiple technical cases simultaneously
- Customer-centric mindset, with a strong focus on customer success and delivering positive user experiences
Preferrables
- Understanding of e-commerce workflows and the operational setup of an online store
- Previous experience in IT Support, Technical Support, SaaS, or e-commerce environments is a strong advantage
- Experience working with Shopify ecosystem is a plus
Benefits
Working Hours
Shifts are assigned dynamically by the Team Leader based on business needs and team scheduling. Expected availability for the following time slots:- Weekdays: 8:00 PM – 12:00 AM & 2:00 AM – 6:00 AM
- Weekends: 8:00 AM – 12:00 PM; 2:00 PM – 6:00 PM & 8:00 PM – 12:00 AM
Other Benefits
- Competitive Salary (to be discussed during the interview)
- Performance-based bonus awarded for each verified 5-star Customer review or approved Testimonial Video
- Bonus for every successful Customer Subscription Plan upgrade
- Sales Bonus for each confirmed presale converted into a Completed purchase
Application Form
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