Job
Description
Who We Are as a Company: Founded in 2020, GoKwik has one simple mission: to democratize the shopping experience and significantly enhance GMV realization for e-commerce businesses. The company is backed by leading investors including Sequoia Capital India, Matrix Partners India, Think Investments, RTP Global, and marquee angel investors. GoKwik is an e-commerce enablement platform focused primarily on addressing critical challenges within the e-commerce industry. It utilizes advanced AI/ML technologies to boost conversion rates throughout the e-commerce funnel and notably reduce Return to Origin (RTO), a major pain point for many e-commerce businesses, thus improving Cash on Delivery (CoD) conversion rates. GoKwik's flagship offering, Kwik Checkout, streamlines the checkout process, significantly boosting conversion rates, driving higher GMV realization, and lowering Customer Acquisition Costs (CAC). Additionally, GoKwik offers KwikEngage, a comprehensive WhatsApp solution for e-commerce brands, enhancing customer engagement and sales conversions. Further expanding its capabilities, GoKwik acquired Returns Prime, a move designed to streamline and simplify the returns process. With this acquisition, GoKwik aims to provide a seamless, frictionless returns experience, covering the entire shopping journey from initiation to successful return, further solidifying its position as a holistic e-commerce enablement partner. Summary : 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. What You Would Be Doing 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, ensuring prompt 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 helpful communication throughout the support lifecycle. What Makes You Fit for the role : 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. Experience on Woocommerce is mandatory 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. Familiarity with APIs, product integrations, or SaaS-based solutions Show more Show less
