Assoc Technical Support Analyst
CDK Global- Full Time
- Entry Level & New Grad
Candidates should possess a Bachelor's degree in Computer Science, Information Technology, or a related field, and ideally have 2+ years of experience in technical support or a similar role. Strong troubleshooting skills and a solid understanding of mobile commerce platforms, particularly Shopify, are essential, along with familiarity with tools like JIRA and Intercom.
The Technical Support Analyst will serve as the first point of contact for customers experiencing technical issues with Tapcart, providing guidance and solutions via email, Intercom, and Slack. They will gather detailed technical information, reproduce issues, and guide merchants and partners toward resolution, working directly with them to understand their needs. The role involves collaborating with Customer Success to investigate and resolve technical problems, validating bugs, documenting issues in JIRA, and escalating high-priority issues to ensure platform reliability. Additionally, the analyst will contribute to AI training initiatives by providing data and insights, ultimately shaping the support experience for Tapcart’s growing portfolio of Shopify mobile apps.
Mobile ecommerce platform for custom apps
Tapcart provides a mobile ecommerce platform that allows brands to create personalized mobile apps without needing any coding skills. The platform includes a user-friendly drag-and-drop design tool, enabling businesses to customize their apps to fit their brand's needs. Tapcart focuses on helping online retailers enhance their mobile presence and increase sales through features like interactive push notifications and real-time communication with customers. Unlike many competitors, Tapcart specifically targets small to medium-sized online retailers, offering a subscription-based model with tiered pricing plans that cater to different levels of features and integrations. The company's goal is to improve customer engagement and streamline the mobile shopping experience, providing fast checkout processes and real-time analytics to help retailers understand their performance.