Customer Support Specialist

Location

Pune | India

Job description

Responsibilities and Duties

1. Effectively handle, manage and resolve technical/ non-technical issues and tasks that come in to our support center via phone, email and support portal for Shopify / Magento stores
2. Proficiently manage client interactions and problem-solving during calls with multinational clients
3. Collaborate across teams to identify root cause for technical issues
4. Analyzing the problem statement given by the client and suggesting appropriate solutions in form of apps or custom development for Shopify Platform
5. Understanding the features of the Graas ecommerce platform.
6. Escalate issues to engineering as required with thorough details and documentation.
7. Own and drive issues/tasks through to resolution/completion while adhering to Response SLAs and Resolution SLAs
8. Provide trainings to clients and create SOP/Documents/Video Tutorials.
9. E-Commerce (Shopify Preferred Platform) Product catalog management – Analyze the product catalog (in the form of CSVs, excels or Google Sheets) and image upload files (jpegs, pngs) received from the clients. Should be able to normalize the catalog data to convert it into required upload formats (Google Sheets, Excels, CSVs).
10. Create and manage product categories and attributes. Verify the product upload and review received data, identify gaps and after uploading do a QA of the data uploaded in the system.
11. Should have good mastery over excel. Should be able to create, manipulate and represent excel data using various excel functions like vlookup, pivot tables, and other advanced functions.
12. Fluency in written and spoken English. Required

Qualification and Experience :

1. Macros Knowledge is a bonus
2. An experience in Shopify theme development and customization is a plus
3. Knowledge of SQL Query Writing is an add on

Job tags

Salary