Position Summary:
At Helavo, we're committed to revolutionizing the mobility aids industry through innovative products and exceptional customer service. As a leading e-commerce platform specializing in walking aids and rollators, we strive to provide our customers with high-quality products and a seamless online shopping experience.
As a Technical Support Engineer for our Mobility Aids E-Commerce platform, you will be responsible for providing technical assistance and troubleshooting guidance to our customers. You will play a vital role in ensuring that our customers have a positive experience while using our website and accessing our products. This position requires excellent communication skills, strong problem-solving abilities, and a customer-focused mindset.
Key Responsibilities:
Serve as the primary point of contact for customers seeking technical assistance via phone, email, or chat.Diagnose and resolve technical issues related to our e-commerce platform, including website navigation, account management, and payment processing.
Guide customers through troubleshooting steps and provide clear instructions to help them resolve their issues independently.
Escalate complex technical issues to the appropriate internal teams for further investigation and resolution.
Document customer interactions, including issue details, troubleshooting steps, and resolution outcomes, in our ticketing system.
Collaborate with cross-functional teams, including IT, development, and customer service, to identify and address recurring technical issues and improve the overall customer experience.
Stay up-to-date on product updates, new features, and technical developments to effectively assist customers and provide accurate information.
Proactively identify opportunities to improve our technical support processes, tools, and documentation to enhance efficiency and effectiveness.
Qualifications:
Bachelor's degree in Computer Science, Information Technology, or a related field preferred.Proven experience in a technical support role, preferably in an e-commerce or technology-driven environment.
Strong understanding of web technologies, including HTML, CSS, JavaScript, and APIs.
Familiarity with e-commerce platforms and content management systems (e.g., Shopify, Magento, WordPress).
Excellent communication skills, with the ability to explain technical concepts clearly and concisely to non-technical customers.
Strong problem-solving and troubleshooting skills, with the ability to analyze complex issues and identify effective solutions.
Customer-focused mindset with a passion for delivering exceptional service and support.
Ability to work independently and collaboratively in a fast-paced, dynamic environment.
Flexibility to work occasional evenings or weekends to support customer needs.
Proficiency in multiple languages is a plus, particularly those commonly spoken by our customer base.
What We Offer:
Competitive salary and a diverse benefits package customized to your preferences and needs.
Friendly and highly professional working atmosphere in an international context.
Learning environment, support for proper onboarding.
A dynamic and professional working environment with multiple development opportunities
Work Equipment: MacBook Pro and Iphone if needed.
26 days Holiday
Work hybrid - 4 days at the office and 1 day remote