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Technical Support Representative @ Valuelabs

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 Technical Support Representative

Job Description

Key Responsibilities

  • Provide responsive and detailed technical support to merchants via email, chat, and phone. Troubleshoot issues related to app functionality, Shopify integrations, and third-party services. Proactively engage in outbound communications to follow up on unresolved issues or product changes that affect customers.
  • Collaborate with internal teams to escalate and resolve bugs, performance issues, and UX/UI concerns.
  • Maintain accurate ticket records and follow up in a timely manner to ensure resolution and customer satisfaction.
  • Contribute to support documentation, macros, and internal playbooks to drive self-service and operational efficiency.
  • Champion the voice of the customer by sharing insights and feedback with the Product and Engineering teams.

Requirements

  • 3-5 years of technical support experience, preferably in a SaaS or e-commerce environment. Strong understanding of Shopify, mobile app ecosystems, and customer success practices. Experience supporting mid-market or high-touch clients and managing high-stakes issue resolution.
  • Proficiency with helpdesk tools such as Zendesk, Intercom, or Gorgias.
  • Excellent written and verbal communication skills with an emphasis on clarity, empathy, and technical accuracy.
  • Ability to prioritize and manage multiple conversations and tickets in a fast-paced environment. Comfortable working cross-functionally and independently in a remote-first culture.

Job Classification

Industry: IT Services & Consulting
Functional Area / Department: IT & Information Security
Role Category: IT Support
Role: IT Support - Other
Employement Type: Full time

Contact Details:

Company: Valuelabs
Location(s): Indore

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Keyskills:   Customer Support Shopify Zendesk intercom gorgias Mobile App

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₹ 1.5-6 Lacs P.A

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Valuelabs

About ValueLabs We are a leading global technology company specializing in Digital Enablement and Product Development. Through our unique OneCompany model of engagement, we help companies unleash the potential of digital technology to achieve real business outcomes, make processes frictionless a...