E-Commerce App Technical Support Specialist (Associate Level)

Responsibilities

• ▹Monitor, troubleshoot, and respond to inbound support-related inquiries in real time
• ▹Open and monitor Jira tickets, escalating internally as needed
• ▹Understand the customer's business size, background, and goals to offer relevant, strategic support
• ▹Provide guidance on CRO best practices with support from the client's CRO experts

Requirements

• ▹Fluent, confident, and clear English communication at a very high level, verbal and written - MUST
• ▹At least 1 year of experience supporting an eCommerce SaaS application as a Technical Support Specialist (email tickets, troubleshooting calls, website code implementation support, third-party app configuration) - MUST
• ▹Hands-on experience with HTML and CSS - MUST
• ▹Experience working with HubSpot or a similar CRM - MUST
• ▹Availability to work rotating shifts, weekends, and on-call coverage - MUST

Nice to have

• ▹Hands-on JavaScript experience
• ▹Experience using Jira, browser developer tools, theme editors, app integrations, and APIs
• ▹Experience providing support through live chat
• ▹Familiarity with conversion rate optimization (CRO) best practices

What we offer

• ▹Competitive salary
• ▹Exposure to a cutting-edge, fast-paced work environment
• ▹Fully remote, long-term opportunity
• ▹Stable full-time schedule
• ▹Clear processes and structured work
• ▹Opportunity to grow into higher-level roles

About the company

Aidey is an AI-first Business Process Outsourcing company that remotely delivers customer experience, technical success, back-office, and sales services from the Philippines for ambitious AI-native companies, trusted by global brands including Nokia and Wix. The client is a leading optimization and personalization platform for Shopify brands, featuring an AI-powered visual editor to customize every page and component, plus A/B-tested product recommendations and upsells; clients include brands like Laura Geller, Andie Swim, and Faherty.