Ecommerce Data Support Specialist
hace 3 semanas
Helpware Ecommerce Support Representative Job 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 have a direct impact on our client's reputation.
Key Responsibilities:
- Manage and respond to support tickets in our help desk software
- Troubleshoot and resolve simple software issues using knowledge base articles and FAQs
- Provide expert assistance regarding our company's product or services
- Stay up-to-date with updates and changes within our organization
- Research questions on available resources including our FAQ manual
- Delegate complex problems to second-level support when necessary
- Design and build customer eComm dashboards using Looker Software
- Recommend the best visualizations for merchants to utilize
- Manage assigned tasks in our project management platform
Requirements:
- Exceptional verbal and written communication skills in business terms with external customers
- Able to maintain confidentiality around company proprietary information
- Enjoyment of working with and communicating with people and solving problems
- Ability to multitask and prioritize while remaining calm and pleasant under pressure
- Solid problem-solving skills
- Strong organizational skills
- Experience in SQL is required
- Experience with Hubspot is a plus
- Experience with Asana, Looker, or Tableau are a plus
- SaaS/Software Support experience is a plus
- Experience with databases or data modeling is a plus
Earnings Estimate: The estimated salary range for this role is $55,000 - $75,000 per year based on industry standards and location considerations.
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