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Technical Support Representative

2 months, 2 weeks ago
Philippines
Full-time
Junior
Technical Support Engineer
Technical Writing and Documentation
BigCommerce CSS HTML HubSpot JavaScript Magento Shopify WooCommerce
Apply Now
aidey

aidey

Aidey is a top customer care outsourcing company offering 24/7 support via phone, email, and chat. With over seven years of experience, Aidey provides premium customer support for startups, e-commerce, and SaaS companies. Their tailored Support as a Se...

Professional Services
11-50
Founded 2013
View All Jobs 12

Description

  • Respond to customer inquiries through email, chat, and ticketing platforms.
  • Troubleshoot technical issues related to software platforms, websites, and integrations.
  • Review HTML and CSS to identify display, formatting, or implementation issues.
  • Reproduce reported issues and document findings for escalation when necessary.
  • Work with Product, Engineering, and Customer Success teams to resolve customer concerns.
  • Investigate root causes and provide clear, actionable solutions to customers.
  • Maintain accurate records of customer interactions and technical resolutions.
  • Monitor support queues and ensure service level agreements are met.
  • Create and update internal documentation, troubleshooting guides, and knowledge base articles.
  • Identify recurring issues and recommend process or product improvements.
  • Assist customers with platform setup, configuration, and best practices.
  • Deliver a high-quality customer experience while maintaining strong technical accuracy.

Requirements

  • Excellent English communication skills, including verbal, written, and reading.
  • Previous experience supporting SaaS, eCommerce, or web-based platforms.
  • Strong troubleshooting and problem-solving skills.
  • Working knowledge of HTML and CSS.
  • Experience using ticketing systems such as Zendesk, Freshdesk, Intercom, Gorgias, HubSpot, or similar platforms.
  • Ability to investigate technical issues and clearly explain solutions to customers.
  • Strong attention to detail and documentation skills.
  • Ability to work independently in a remote environment.
  • Experience supporting Shopify, BigCommerce, WooCommerce, Magento, or similar eCommerce platforms is preferred.
  • Familiarity with browser developer tools and website troubleshooting is preferred.
  • Basic understanding of APIs, integrations, and web applications is preferred.
  • Experience working with customer success or implementation teams is preferred.
  • Exposure to JavaScript or other web technologies is preferred.

Benefits

  • Competitive salary of 360000-840000 PHP annually.
  • Fully remote, long-term opportunity.
  • Stable full-time schedule.
  • Clear processes and structured work.
  • Opportunity to grow into higher-level roles.

Interested in this position?

Apply directly on the company website

Apply Now

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