Company: SimplePlan Media
Experience: Freshers welcome (0-6 months) / Minimum 6-12 months for experienced applicants
Employment Type: Full-time
Department: Customer Success & Support

About the Role
We're looking for a proactive and tech-savvy support trainee to help merchants get the most out of our Shopify apps. You'll be responsible for communicating with merchants, understanding their software requirements, assisting with app setup and customization requests, troubleshooting issues, and ensuring a smooth experience with our products. You'll work closely with our development and product teams to resolve merchant concerns and improve customer satisfaction.
• Work days: Monday to Friday (Saturday subject to requirement)
• Work hours: 10:00 AM – 7:00 PM
• Setup: Fully on-site role

Key Responsibilities
• Merchant Communication: Handle merchant queries through live chat, email, and video calls with explicit, professional, and friendly communication.
• App Setup & Onboarding: Help merchants install, configure, and use our apps based on their business requirements.




• Technical Troubleshooting: Investigate app-related issues, reproduce bugs, identify possible causes, and coordinate resolutions with developers.
• Customization Support: Understand merchant customization requirements, suggest available solutions, and coordinate with the development team for advanced changes.
• Store & Platform Assistance: Guide merchants through admin dashboards, theme editors, app embeds, app blocks, and other relevant storefront configurations.
• Merchant Success: Follow up with merchants, ensure successful app adoption, and proactively address concerns to improve satisfaction and retention.
• Product Feedback: Collect merchant suggestions, identify recurring issues, and share actionable insights with the product team.
• Documentation & Testing: Maintain support records, prepare clear bug reports, test fixes, and contribute to help articles and FAQs.

Required Skills & Knowledge—Must Haves

📌 Shopify Support Trainee (India)
🏢 SimplePlan Media
📍 India