Technical Support & Customer Success Executive – E-commerce / Shopify

We are looking for a technically strong and customer-focused person to provide day and night support to our customers through email and live chat . we are looking candidates preferrably from Jaipur Rajasthan

The ideal candidate should be comfortable handling technical as well as non-technical queries, investigating issues, following up with users, and identifying opportunities to convert support conversations into sales.

Key Responsibilities

• Provide customer support through live chat and email during assigned shifts.
• Handle both technical and non-technical customer queries .
• Troubleshoot issues related to our Shopify/e-commerce applications and integrations.
• Understand customer requirements and provide appropriate solutions.
• Investigate issues using SQL/database queries and application logs .
• Track customer conversations and follow up with users until their issues are resolved.
• Proactively email users who need assistance, have stopped using the application, or may require additional features/plans.
• Identify sales opportunities during support conversations and convert users into paid customers/upgrades .
• Assist customers with onboarding, configuration, product usage, and integrations.
• Escalate complex technical issues to the development team with proper technical details.
• Maintain proper documentation of customer issues, solutions, and follow-ups.
• Monitor unresolved tickets and ensure timely closure.
• Understand e-commerce concepts such as products, variants, SKUs, inventory, orders, marketplaces, payments, shipping, and product synchronization .

Required Skills

• Strong written English and excellent communication skills.
• Previous experience in technical support/customer support .
• Good understanding of SQL and relational databases .
• Ability to read logs and perform basic technical troubleshooting.
• Good understanding of e-commerce and SaaS applications .
• Experience with Shopify or other e-commerce platforms is highly preferred.
• Ability to understand APIs, integrations, webhooks, and synchronization concepts is a strong advantage.
• Good problem-solving and analytical skills.
• Comfortable communicating with customers from different countries and time zones.
• Ability to identify sales opportunities and confidently explain paid plans/features.

Sales & Customer Success Skills

The person should not simply answer tickets. They should be able to:

• Understand what the customer is trying to achieve.
• Recommend the appropriate solution or plan.
• Follow up with potential customers.
• Re-engage inactive users.
• Explain the benefits of upgrading.
• Convert qualified support conversations into sales.
• Build long-term relationships with customers.

Working Hours

• The position requires day and night customer coverage .
• Candidates should be comfortable working in rotational shifts, including evening/night shifts where required.
• The objective is to provide reliable customer coverage across different time zones.

Preferred Experience

• 2+ years in technical support, SaaS support, e-commerce support, or application support.
• Shopify/eBay/Amazon marketplace experience will be an advantage.
• Experience with SQL, APIs, logs, and troubleshooting is preferred.