Technical Support Specialist

2 weeks ago

London Area, United Kingdom Swap Full time

About Swap:


Say hello to The Commerce OS.We are a global, small, and vibrant team with ideas for making life easier for our e-commerce clients. We are backed by amazing angels from Wayflyer, Zalando, Klayvio, Pleo, and Brookfield.


About the Role:


We are seeking a dedicated and adaptable Technical Support Specialist to join our dynamic team. This is a remote position, reporting to the Technical Support Lead, and will play a crucial role in assisting our clients with the effective utilisation of our platform's features. In this role you will serve as the point of contact for technical inquiries, troubleshooting, and resolving issues promptly. We value a strong desire to learn and grow, and we provide comprehensive training to help you succeed. This is a unique opportunity to be part of a startup environment where your contributions will have a direct impact on our success. Your duties will include:

  • Serve as a technical contact for clients, responding to their inquiries and troubleshooting technical issues related to our ecommerce software's order return and outbound shipping functionalities.
  • Conduct thorough investigation and diagnosis of reported issues, utilising available resources and collaborating with internal teams to identify and implement effective resolutions.
  • Guide clients through the configuration and setup of our software's features, ensuring they understand and utilise the platform's capabilities to their fullest potential.
  • Document and maintain accurate records of customer interactions, inquiries, troubleshooting steps, and resolutions in our ticketing system, ensuring a comprehensive knowledge base for future reference.
  • Identify opportunities to streamline and optimise processes, both internally and for clients, to enhance the efficiency and effectiveness of our order return functionalities.
  • Support the Technical Support Lead with projects as needed


Requirements and skills

  • Located in the UK or Netherlands
  • Strong technical aptitude and a demonstrated technical mindset with the ability to quickly grasp complex concepts and troubleshoot software issues effectively.
  • 2-3+ years of experience in technical support, or a similar role
  • The ability to work with autonomy, as well as good time management, prioritisation, and multitasking abilities
  • Exceptional problem-solving skills and the ability to think analytically and logically to diagnose and resolve complex technical issues
  • Customer-focused mindset with a passion for delivering exceptional customer support and driving customer satisfaction
  • Experience with ticketing systems and CRM software is preferred
  • Experience with APIs is a plus
  • Familiarity with e-commerce order management systems and logistics processes is a plus


What perks and benefits do we offer?

💰 Competitive salary and employee share options

💻 Remote working model with a Mac or PC company laptop (your choice)

🏖 25 holiday days (plus public holidays)

🍼 Maternity/Paternity/Adoption Leave

🕰 Flexible working hours

🚀 Accelerate your learning potential working at a high-growth startup

🌍The opportunity to work with a stellar team all around the world


What happens next?

  • We’ll review applications and reach if we’re interested in taking your application further


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