E-Commerce App Technical Support Specialist (Associate Level)

About the role

Aidey, an AI-first business process outsourcing company staffing customer experience, technical support, back-office operations and sales remotely from the Philippines, is recruiting an E-Commerce App Technical Support Specialist for its client, a leading optimization and personalization platform for Shopify brands. The specialist delivers prompt, high-quality responses to customer inquiries, understanding each customer's business size, background, prior interactions and goals to offer personalized support.

Key responsibilities

• Monitor, troubleshoot and respond to inbound and support-related inquiries in real time with clear, helpful answers
• Open and monitor Jira tickets, escalating internally as needed
• Understand who the customer is and what they want, then give guidance on CRO best practices supported by the client's CRO experts

Required profile

• Fluent, confident and clear English at a very high level, spoken and written (only apply if you meet this)
• At least 1 year of technical support experience in a SaaS or technology environment, including email support tickets, troubleshooting and helping with setup, configuration and integrations (MUST)
• Hands-on HTML and CSS experience (MUST)
• Experience with HubSpot or similar CRM or ticketing systems (MUST)
• Ability to work rotating shifts, weekends and on-call coverage (MUST)

Required skills

• HTML and CSS
• HubSpot or similar CRM/ticketing systems
• Advantage: JavaScript, live chat support, Jira, browser developer tools, theme editors, app integrations and APIs
• Advantage: familiarity with CRO best practices

What we offer

• Above-market base pay
• Fully remote work with no commute or office mandate
• Direct line to client stakeholders
• Growth track into lead or specialist roles