A Technical Support Engineer at Plobal Apps serves as an expert for PlobalApps’ products and associated technologies. Since our products are built largely for Shopify store owners, The PlobalApps Technical Support Engineer is an expert on the Shopify product as well.
This is a high-profile customer facing technical role to find solutions faced by our customers with their mobile apps and therefore help them work through technical difficulties.
The Support Engineer is a strong interface between our customers’ and our Engineering / Product teams.
• Research, Diagnose, troubleshoot and identify solutions to resolve customer issues.
• Regular and Proactive follow-ups with customers via the tickets/issues raised with recommendations, work-arounds, updates and action plans.
• Log Software defects using a bug tracking system and work closely with the engineering team to analyse defects and track them to resolution.
• Record Cancellation Reasons for Customers & work with the business teams and product teams to find solutions to take proactive steps to reduce churn.
• Work with the product management team to continuously evolve the product based on customer feedback including issues raised & new feature requests.
• Prior experience of supporting enterprise level customers
• Demonstrated excellence in working with cross-functional and multi-disciplinary teams
• Outstanding written & spoken communication skills
• Well-organized with utmost care for details, along with excellent comprehending skills to address issues
• Strong time-management and prioritization skills to work with multiple customers
• Good Understanding of web technologies <insert technology names>
Desired Skills & Experience
• Bachelor’s Degree Computer Science Related
• Minimum 2 years of experience in customer support role
• Strong problem solving skills
• Organized and reliable self-starter who can work independently
• Willing to work in rotating shifts
About Plobal Apps
Our Mobile App platform allows just anyone to build an ecommerce app. So start creating your Mobile App today and take your business to a new level.