We are looking for a technically strong and customer-focused person to provide day and night support to our customers through email and live chat .

The ideal candidate should be comfortable handling technical as well as non-technical queries, investigating issues, following up with users, and identifying opportunities to convert support conversations into sales.

Key Responsibilities

- Provide customer support through live chat and email during assigned shifts.
- Handle both technical and non-technical customer queries .
- Troubleshoot issues related to our Shopify/e-commerce applications and integrations.
- Understand customer requirements and provide appropriate solutions.
- Investigate issues using SQL/database queries and application logs .
- Track customer conversations and follow up with users until their issues are resolved.
- Proactively email users who need assistance, have stopped using the application, or may require additional features/plans.
- Identify sales opportunities during support conversations and convert users into paid customers/upgrades .
- Assist customers with onboarding, configuration, product usage, and integrations.
- Escalate complex technical issues to the development team with proper technical details.
- Maintain proper documentation of customer issues, solutions, and follow-ups.
- Monitor unresolved tickets and ensure timely closure.
- Understand e-commerce concepts such as products, variants, SKUs, inventory, orders, marketplaces, payments, shipping, and product synchronization .

Required Skills

- Strong written English and excellent communication skills.




- Previous experience in technical support/customer support .
- Good understanding of SQL and relational databases .
- Ability to read logs and perform basic technical troubleshooting.
- Valuable understanding of e-commerce and SaaS applications .
- Experience with Shopify or other e-commerce platforms is highly preferred.
- Ability to understand APIs, integrations, webhooks, and synchronization concepts is a strong advantage.
- Good problem-solving and analytical skills.
- Comfortable communicating with customers from different countries and time zones.
- Ability to identify sales opportunities and confidently explain paid plans/features.

Sales & Customer Success Skills The person should not simply answer tickets. They should be able to:

- Understand what the customer is trying to achieve.
- Recommend the appropriate solution or plan.
- Follow up with potential customers.
- Re-engage inactive users.
- Explain the benefits of upgrading.
- Convert qualified support conversations into sales.
- Build long-term relationships with customers.

Working Hours

- The position requires day and night customer coverage .
- Candidates should be comfortable working in rotational shifts, including evening/night shifts where required.
- The objective is to provide reliable customer coverage across different time zones.

Preferred Experience

- 2+ years in technical support, SaaS support, e-commerce support, or application support.
- Shopify/eBay/Amazon marketplace experience will be an advantage.
- Experience with SQL, APIs, logs, and troubleshooting is preferred.

📌 Technical Support & Customer Success Executive – E-commerce / Shopify (Jaipur)
🏢 InfoShore
📍 Jaipur