Product Marketing Executive

Role Overview: As a Support Specialist, your primary responsibility will be to respond promptly and professionally to support queries from merchants via email, live chat, or other support channels. You will be required to have a deep understanding of the app features, usage, and troubleshooting steps in order to effectively assist merchants with their inquiries. Collaborating with the development team to escalate technical issues and ensure timely resolutions is also a key aspect of your role. Key Responsibilities: - Respond promptly and professionally to support queries from merchants via email, live chat, or other support channels. - Have a deep understanding of the app features, usage, and troubleshooting steps to effectively assist merchants. - Collaborate with the development team to escalate technical issues and ensure timely resolutions. - Maintain and update support documentation and FAQs. - Provide feedback to the product team based on user insights and recurring issues. - Assist in the onboarding process of new merchants by providing guidance and product walkthroughs. - Ensure high levels of customer satisfaction with a friendly and solution-oriented approach. Qualifications Required: - Excellent written and verbal communication skills in English. - Strong interpersonal skills and a customer-first mindset. - Comfortable working with global customers across different time zones. - Ability to quickly grasp technical concepts and explain them in simple terms. - Familiarity with eCommerce concepts and experience or knowledge about Shopify would be advantageous. Additional Details: This is a full-time position with the benefit of a flexible schedule. The work location is in person.,