Technical Support Representative (E-Commerce Background)

Key Responsibilities

• Technical Troubleshooting: Assist customers in diagnosing issues with online shopping apps, website checkouts, payment gateway errors, account log-ins, or digital/electronic product setups.
• Omnichannel Support: Handle incoming and outgoing customer contacts via phone calls, live chat, or email support channels.
• Order & Account Management: Process order tracking, returns, replacements, refunds, and account updates within internal e-commerce CRM or order management tools.
• Escalation & Documentation: Log technical tickets accurately, report recurring system or site bugs, and escalate complex software or logistics issues to higher-tier support.
• Target Compliance: Meet daily and monthly metrics for handle time, first-contact resolution (FCR), customer satisfaction (CSAT), and attendance.

---

Typical Qualifications & Requirements

• Experience: at least 6 months to 1 year of call center or technical support in E-Commerce experience.
• Education: High school graduate or Bachelor’s degree holder (Business, IT, Marketing, or related fields preferred).
• Technical Skills: Familiarity with e-commerce platforms , basic web navigation, and customer relationship management (CRM) software.
• Soft Skills: Strong verbal and written English communication skills, active listening, patience, and problem-solving aptitude under pressure.