Technical Support Specialist
Company:
Say hello to the ecommerce OS.
Swap is a leading software provider dedicated to empowering e-commerce brands with innovative, data-driven solutions. Our cutting-edge platform helps online retailers optimise their operations, enhance customer experiences, and drive growth. We are committed to fostering a collaborative and inclusive work environment where creativity and innovation thrive.
Role:
We are looking for a reliable, organised and experienced Senior Technical Support Specialist to play a crucial role in assisting our clients with effectively utilising our platform's features. Reporting to our Technical Support Manager, you will be the point of contact for technical questions, troubleshooting, and resolving issues as soon as possible. We value a strong desire to learn and grow and provide comprehensive training to help you succeed. This is a unique opportunity to be part of a startup environment where your contributions will have a direct impact on our success.
Responsibilities:
* Serve as a technical contact for clients, responding to their inquiries and troubleshooting technical issues related to our e-commerce software's order return and outbound shipping functionalities.
* Conduct thorough investigation and diagnosis of reported issues, utilising available resources and collaborating with internal teams to identify and implement effective resolutions.
* Guide clients through the configuration and setup of our software's features, ensuring they understand and utilise the platform's capabilities to their fullest potential.
* Document and maintain accurate records of customer interactions, inquiries, troubleshooting steps, and resolutions in our ticketing system, ensuring a comprehensive knowledge base for future reference.
* Identify opportunities to streamline and optimise processes, both internally and for clients, to enhance the efficiency and effectiveness of our order return functionalities.
* Support the Technical Support Manager with projects as needed
Requirements:
Needed:
* Minimum of 1 year experience in a software technical support role.
* Minimum of 1 year experience in a customer support or customer-facing role.
* Strong technical aptitude and a demonstrated technical mindset.
* Ability to work independently in a fast-paced, dynamic environment, effectively managing multiple priorities and meeting deadlines.
* Customer-focused mindset with a passion for delivering exceptional customer support and driving customer satisfaction - including jumping on the occasional client call.
* Good time management, prioritisation, and multitasking abilities.
Bonus:
* Experience with APIs and API tools such as Postman.
* Experience providing support and troubleshooting SaaS.
* Experience at a start-up.
* Experience with ticketing systems and CRM software.
* Familiarity with e-commerce order management systems and logistics processes.
Diversity & Equal Opportunities
We embrace diversity and equality in a serious way. We are committed to building a team with a variety of backgrounds, skills, and views. The more inclusive we are, the better our work will be. Creating a culture of equality isn't just the right thing to do; it's also the smart thing.