Technical Support Specialist (Shopify & Node.js Integration)

• We are seeking a detail-oriented, tech-savvy problem solver with a strong technical background, API integration knowledge, and programming experience to join our growing Americas team!

About the Role

As a Technical Support Agent, you will:

• Diagnose and resolve technical issues for customers across various industries.
• Support eCommerce platforms by troubleshooting system issues, integrations, and performance concerns.
• Work with APIs, assisting customers in troubleshooting API integrations and system connectivity.
• Assist with programming-related inquiries, including JavaScript & Node.js troubleshooting.
• Provide expert support on web development, technical issues, and debugging.
• Communicate clearly and effectively via email and chat in fluent English.
• Collaborate with team members to improve service delivery and knowledge-sharing.
• Ensure a positive customer experience by demonstrating patience, empathy, and professionalism.

What We’re Looking For

• E-commerce Experience – Prior experience supporting Shopify - eCommerce platforms, integrations, or troubleshooting online store-related issues.
• API Integration Knowledge – Understanding of how APIs work, debugging API errors, and helping customers resolve API connectivity issues.
• Programming Skills – Must be comfortable with JavaScript and Node.js for troubleshooting and customer guidance.
• Technical Proficiency – Strong knowledge of IT troubleshooting, web technologies, and problem resolution.
• Problem-Solving Skills – Ability to diagnose issues quickly and implement effective solutions under pressure.
• Time Management – Ability to prioritize and handle multiple support tickets efficiently.
• Knowledge Management – Effective use of internal documentation and resources to resolve issues efficiently.
• Continuous Learning – Willingness to stay updated on emerging tech trends and best practices.

Qualifications

• Tertiary qualification in Information Technology, Computer Science, or a related discipline (preferred but not required).
• Experience in technical reporting and documentation.
• Ability to multitask effectively while handling computer-based work and customer interactions.
• 1 year of experience in technical support or a helpdesk role is desirable but not required.
• We strongly encourage applications from candidates who have both academic and professional experience in the field. Whether you have gained expertise through formal education, self-learning, or practical work experience, we value a diverse range of backgrounds and skills!

Hardware Requirements

Minimum Requirements:

• Processor: Intel Core i5 or AMD Ryzen 5
• RAM: 8 GB
• Storage: 256 GB SSD
• Display: 15.6-inch Full HD (1920 x 1080)
• Operating System: Windows 10 or 11

Recommended Specifications:

• Processor: Intel Core i7 or AMD Ryzen 7
• RAM: 16 GB
• Storage: 512 GB SSD
• Display: 15.6-inch or larger Full HD screen
• Operating System: Windows 11
• Additional Items:
• Webcam & Microphone – A high-quality webcam and microphone for virtual meetings and team communication.