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Tech Support Specialist
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Job Overview:
We are looking for motivated, detail-oriented individuals to join our team as Tech Support Specialists. In this role, you will provide client support for daily E-commerce operations on the Shopify platform. Your responsibilities will include guiding clients through the integration and onboarding process, addressing inquiries related to daily operations, escalating incidents, and ensuring timely, high-quality support. This is a great opportunity for someone eager to grow their technical skills, work independently, and contribute to client satisfaction. The ideal candidate will be committed to delivering an exceptional client experience with a positive and patient approach, ensuring clients feel confident and fully supported from day one.
Key Responsibilities:
Client Integration Support: Act as the primary point of contact for clients during integration, offering guidance on system setup and configuration using available resources and FAQs.
Documentation & Knowledge Base Management: Help create and update client-facing documentation, ensuring that clients have easy access to clear instructions and FAQs during integration.
Efficient Issue Resolution: Use FAQs and documented solutions to quickly and accurately address client issues, minimizing delays and providing the right information from the outset.
Problem Identification & Escalation: Identify technical issues that require further assistance and escalate them to tech/engineering team support, providing detailed documentation to facilitate resolution.
SLA Adherence: Ensure all client inquiries are handled within SLA timeframes, meeting response and resolution targets to boost client satisfaction and operational efficiency.
Internal Collaboration & Reporting: Work closely with tech teams on advanced support cases, maintaining thorough documentation to contribute to the knowledge base.
Client Relationship Management: Provide professional, friendly support to strengthen client relationships, enhancing the company’s reputation for reliable service.
Customer Satisfaction & Relationship Building: Build strong, positive relationships with clients by demonstrating empathy, patience, and a genuine commitment to their success, ensuring they feel confident and informed.
Qualifications:
Language Proficiency:
Native or fluent in Japanese (both written and verbal proficiency required).
Strong English communication skills for internal interactions and cross-functional collaboration.
Education: Bachelor's degree in business, analytics, IT, or a related field.
Technical Knowledge: Basic understanding of E-commerce platforms, cloud-based applications, web systems, and API integration.
Customer Service Focus: Demonstrates empathy, patience, and a commitment to ensuring positive client experiences.
Self-Motivation & Positive Attitude: Able to work independently with minimal supervision, maintain a proactive and positive attitude, and solve problems effectively.
Expected Salary Range: RM3,500 - RM4,500
We are looking for motivated, detail-oriented individuals to join our team as Tech Support Specialists. In this role, you will provide client support for daily E-commerce operations on the Shopify platform. Your responsibilities will include guiding clients through the integration and onboarding process, addressing inquiries related to daily operations, escalating incidents, and ensuring timely, high-quality support. This is a great opportunity for someone eager to grow their technical skills, work independently, and contribute to client satisfaction. The ideal candidate will be committed to delivering an exceptional client experience with a positive and patient approach, ensuring clients feel confident and fully supported from day one.
Key Responsibilities:
Client Integration Support: Act as the primary point of contact for clients during integration, offering guidance on system setup and configuration using available resources and FAQs.
Documentation & Knowledge Base Management: Help create and update client-facing documentation, ensuring that clients have easy access to clear instructions and FAQs during integration.
Efficient Issue Resolution: Use FAQs and documented solutions to quickly and accurately address client issues, minimizing delays and providing the right information from the outset.
Problem Identification & Escalation: Identify technical issues that require further assistance and escalate them to tech/engineering team support, providing detailed documentation to facilitate resolution.
SLA Adherence: Ensure all client inquiries are handled within SLA timeframes, meeting response and resolution targets to boost client satisfaction and operational efficiency.
Internal Collaboration & Reporting: Work closely with tech teams on advanced support cases, maintaining thorough documentation to contribute to the knowledge base.
Client Relationship Management: Provide professional, friendly support to strengthen client relationships, enhancing the company’s reputation for reliable service.
Customer Satisfaction & Relationship Building: Build strong, positive relationships with clients by demonstrating empathy, patience, and a genuine commitment to their success, ensuring they feel confident and informed.
Qualifications:
Language Proficiency:
Native or fluent in Japanese (both written and verbal proficiency required).
Strong English communication skills for internal interactions and cross-functional collaboration.
Education: Bachelor's degree in business, analytics, IT, or a related field.
Technical Knowledge: Basic understanding of E-commerce platforms, cloud-based applications, web systems, and API integration.
Customer Service Focus: Demonstrates empathy, patience, and a commitment to ensuring positive client experiences.
Self-Motivation & Positive Attitude: Able to work independently with minimal supervision, maintain a proactive and positive attitude, and solve problems effectively.
Expected Salary Range: RM3,500 - RM4,500
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