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Technical Support Specialist Tier 1 / Tier 2 (m/f)

Company Name:
Shopgate Inc.
With more than 15 million products, over 5,500 merchants, more than 4,000 apps for iPhone, iPad, Android and mobile browsers, Shopgate is the worldwide leading company for mobile shopping solutions. We are expanding our award-winning products and services to the United States and are looking for motivated and enthusiastic people to join our team.
Your tasks
Your mission is to get our customers mobile shops online by integrating and connecting their shopping system to Shopgate. During this process you will help and assist our customers in all required steps and ensure exceptional customer support. You will be transforming confusion into comprehension! Working as part of a highly focused team, you will be providing excellent technical support via phone and email for our customers.
- Support online merchants at the technical interface level between their shops and Shopgate by installing plugins, establishing interface connections and placing test orders
- Guiding customers through each step of the integration process
- Installation assistance, troubleshooting and problem solving
- Promptly respond and resolve service tickets in accordance with established guidelines
- Ensure all tickets requiring follow-up work and/or calls are resolved
- Provide close-the-loop feedback to Tier 3 support team
- Support development department in finding fast and long term solutions
- Create and maintain technical documentation
Job requirements
- Strong affinity for web-based technologies and relevant work experience in the IT or technical support field
- Experience managing support tickets at a tier 1/ tier 2 level
- Bachelors degree in a technical field preferred
- Tenacity for solving customer issues using problem solving, diagnosis and troubleshooting skills
- Strong communication skills and effectively interact with customers
- Attention to detail ability to undertake detailed activities with accuracy and reliability
- Ability to achieve success independently and collaboratively in fast paced, multi-task situations
- Experience with CSS/HTML/Javascript is a plus
What we offer
Health & Wellness
- Health Insurance
- Dental Insurance
- Vision Insurance
- Life & AD&D Insurance
- Short-term Disability
- Long-term Disability
- Wellness Program
- Vitality Program
Culture & Team
- Casual dress code
- Great culture and team spirit
- Fresh drinks and fruits
- Team activites / outings
- Mac or PC you choose
- On-the-job-training
Work & Life
- Flexible working hours
- Paid sick leave (up to 10 days)
- Holidays (11 days)
- Vacation (up to 28 days)
- Bereavement Leave
Application
Interested?
We are looking forward to receiving your application! It should contain the usual documents, i.e. cover letter, rsum, earliest starting date, desired salary and the most important references. Please apply via our online form at www.shopgate.jobs or via email to .
Your Contact:
Nicole Deetz
Head of HR
Phone: 1-650-827-5588 ext. 650
Mail:
Shopgate Inc.,
2200 E. Williams Field Road,
Suite 200,
Gilbert, AZ 85295
http://www.shopgate.jobs/details/_technical_support_specialist
https://www.youtube.com/watch?v=BcIFRD4YDOU

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