Technical Support Specialist

at fabric

DP
Posted by Divya Achtani
icon
Remote only
icon
3 - 7 yrs
icon
₹3L - ₹10L / yr
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Full time
Skills
Technical support
Tech Support
Amazon Web Services (AWS)
API
Debugging

Job Title: Technical Support Specialist

Department: Customer Support > Engineering 

Reports to: Technical Support Team Lead

Location: Remote | India

 

 

Summary: The Technical Support Specialist is responsible for ensuring that our customers’ needs are met and issues are responded to and resolved in a timely manner.  This role acts as a first point of contact for customers that are experiencing a problem with their implemented instance of any of Commerce Fabric’s products.  The Technical Support Specialist responds to customer inquiries via phone, email and Slack. You will join a dynamic team where you will be given the opportunity to expand your skills within a wide range of front-end web technologies such as HTML, CSS and JavaScript.

 

 

Responsibilities: The Technical Support Specialist is responsible for intaking customer requests via phone, email and slack and ensuring effective communication and resolution with the customer by working with internal teams.  The Technical Support Specialist will uphold Commerce Fabric’s service level agreements and keep the customer informed of progress on their issue, as it is being resolved. Your days will include interacting with clients to inform them on how to use our software, troubleshooting issues, and acting as a link between our Customer Experience Team and our Development and Product Team as you follow issues from the first report to resolution.

  

  • Provide excellent customer service to Commerce Fabric’s customers
  • Handle a high volume of inbound calls/emails/messages with an emphasis on service to Commerce Fabric’s customers
  • Updates Account Manager with any escalated issues 
  • Highlights any consistent issues and themes to Technical Support Team Lead
  • Provide top-notch support, and service to customers, through phone calls, in-person interaction, email, and our ticketing systems.
  • Take assignment of technology support requests, and own those through resolution - calling on assistance from teammates and other resources as needed, but maintaining overall responsibility for tickets.
  • Troubleshooting technical errors with a modern web-based application

 

Qualifications: 

 

  • Full-time bachelor’s degree
  • 2-4 years of customer-facing experience with global customer exposure in a technical support role
  • Ability to work in shifts outside normal business hours
  • Excellent written and verbal communication skills in English with an ability to build relationships.
  • Experience working with different operating systems including Windows and Mac OS
  • Experience with ticketing systems Zendesk and JIRA
  • Ability to work independently
  • Ability to prioritize and manage several milestones and projects efficiently

 

 

 

 

About fabric

Fabric is a modern commerce platform that gives retailers tools to create world-class shopping experiences for mid-market enterprises. We champion a new, harmonious way of doing business that emphasizes connectedness and collaboration over competition and dominance. This is showcased in our products that rely on microservices, APIs, and easy integrations, and in our globally distributed team that genuinely cares about its customers. Our founders directed groundbreaking commerce initiatives at Amazon, Staples, Google and eBay. We're growing fast and looking for more awesome people to join us.
Founded
2017
Type
Product
Size
100-500 employees
Stage
Raised funding
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