Ecommerce Data Support Specialist

hace 3 semanas


Guadalajara, Jalisco, México Helpware A tiempo completo

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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