Position Overview:
The Technical Support Representative will be responsible for providing help on topics relating to our e-commerce analytics and visualization platform which helps ‘direct to consumer’ brands understand, analyze, and take action on consolidated e-commerce data, from sources such as Shopify, Google Analytics, Facebook, and more. Interactions between the Technical Support Representative and merchants will have a direct impact on our client’s reputation. The candidate should have previous proven experience as a tier 1 technical support representative preferably for a software company.
Primary Responsibilities:
- Manage help desk software or ticket system
- Troubleshooting and managing simple software issues using knowledge base articles and FAQs
- Provide help regarding the company product or services
- Stay up-to-date with updates, and changes within the company
- Research questions on available resources (FAQ manual)
- Delegate difficult problems to the second level support
- Build Customer eComm Dashboards using Looker Software
- Recommend the best visualizations for merchants to utilize
- Manage assigned tasks in project management platform
Qualifications:
- Outstanding verbal and written communication in business terms with external customers
- Capability to maintain the highest confidentiality around company proprietary information
- Enjoyment of working with and communicating with people and solving problems
- Ability to multi-task and prioritize while remaining calm and pleasant
- Solid problem-solving skills
- Strong organizational skills
- Experience in SQL required
- Experience with Hubspot a plus
- Experience with Asana, Looker or Tableau are a plus
- SaaS/Software Support experience is a plus
- Experience with databases or data modeling a plus
Top Skills
What We Do
Founded in 2015, Helpware is a company taking a modern approach to the outsourcing industry. We created the company to change perceptions of what outsourcing is and can be, and we did that by building amazing cultures in each of our locations, and by simply treating our employees better. With Helpware, we are all a team and family, and you'll see that true difference when partnering with us.
Helpware builds customized teams in Customer Service and Back Office for industry-leading startups and modern companies. With offices in California, Colorado, Kentucky, Ukraine, Philippines, Germany, and Mexico, we have the global scale to tailor custom teams and processes for success to our many powerhouse clients.
Helpware has grown over the years, initially catering to startup client partners, and has now evolved into creating client partnerships with large enterprises as well.
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