Technical Customer Support Specialist

Job Summary:

We are seeking a highly skilled and customer-oriented Technical Customer Support Specialist to join our team. In this role, you will be responsible for providing technical support to our customers, helping them navigate and troubleshoot issues related to our products or services. Your expertise in web technologies, CRM systems, and analytics tools will be crucial in ensuring a seamless customer experience.

Responsibilities:

• Shopify Expertise: Navigate Shopify to insert/delete scripts and make codebase changes (Javascript, CSS, HTML) to meet customer requirements.
• Google Analytics and Tag Manager: Use GA4 and Google Tag Manager to create, troubleshoot, and customize tracking objects (triggers, tags, custom variables, pixels, data layer, etc.) for clients.
• API Management: Set up and diagnose issues related to REST API calls, including both POST and GET requests, to integrate our services with client systems.
• CRM Workflows: Manage tickets, create workflows, and set up automations within a CRM system (e.g., Hubspot, Salesforce) to streamline customer support processes.
• Web Analytics: Demonstrate a deep understanding of web cookies (1p/3p), web tracking pixels, and scripts, ensuring compliance with data privacy regulations.
• Customer Assistance: Provide technical guidance and troubleshooting assistance to customers through various communication channels, including email, chat, and phone.
• Issue Resolution: Identify, prioritize, and resolve technical issues in a timely manner, escalating complex problems to the appropriate teams when necessary.
• Documentation: Create and maintain detailed documentation of customer issues, solutions, and best practices for internal knowledge sharing.

Requirements:

• Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent work experience).
• Has at least 3 years proven experience in Shopify administration, JavaScript, CSS, HTML, and codebase management.
• Strong proficiency in Google Analytics, Google Tag Manager, and other web analytics tools.
• Experience with REST APIs, including troubleshooting and debugging API calls.
• Proficiency in using CRM systems, with the ability to create workflows and automations.
• In-depth knowledge of web cookies, tracking pixels, and scripts.
• Excellent communication and problem-solving skills.
• Customer-focused mindset with a dedication to providing exceptional support.
• Ability to work independently and collaborate effectively with cross-functional teams.

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