Customer Success Engineer

Job Description

Job Overview We are seeking two experienced Technical Support Engineers to join our expanding Merchant Care team. The ideal candidates will have at least 2 years of experience in a tech support role, specifically providing support to enterprise merchants via email and chat. Strong written and oral communication skills are essential, as you will work directly with high-profile clients to troubleshoot and resolve technical issues. Your expertise will help maintain operational excellence and ensure customer satisfaction. Responsibilities Act as the primary point of contact for Gokwik merchants, providing support via email and chat with a professional, courteous, and solution-focused approach. Investigate and diagnose technical issues reported by merchants, ensuring timely resolution or appropriate escalation to internal teams. Collaborate with cross-functional departments to resolve complex technical problems and ensure merchant satisfaction. Assist merchants with product configuration changes, customization requests, and guidance on best practices for product usage. Accurately document support cases, issue descriptions, troubleshooting steps, and resolutions in the ticketing system (Freshdesk and FreshChat). Adhere to SLA metrics and maintain a high customer satisfaction rating, ensuringprompt and effective issue resolution. Monitor and identify patterns in merchant queries to recommend improvements in product functionality and support resources. Deliver a high level of customer service, maintaining positive and helpfulcommunication throughout the support lifecycle. Requirements 1.5+ years of experience in a technical support role, specifically handling enterprise-level clients and Merchants via email and chat. Strong written and verbal communication skills, with the ability to clearly explain technical concepts to both technical and non-technical stakeholders. Demonstrated ability to manage and resolve complex technical issues independently and as part of a team. Proficiency with Freshdesk and FreshChat ticketing systems. Excellent problem-solving skills and a proactive approach to customer service. Knowledge of Woocommerce Ability to prioritize tasks and manage time effectively in a fast-paced environment. Willingness to work on a roster and provide weekend support, with flexibility for occasional evenings during peak times. Preferred Qualifications Experience working in a startup or high-growth environment. Familiarity with APIs, product integrations, or SaaS-based solutions. Show more Show less