Tapcart

Technical Support Analyst

Santa Monica, California, United States

Tapcart Logo
Not SpecifiedCompensation
Junior (1 to 2 years), Entry Level & New GradExperience Level
Full TimeJob Type
UnknownVisa
Software Support, E-commerceIndustries

Requirements

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.

Responsibilities

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.

Skills

Shopify
JIRA
Intercom
Troubleshooting
Technical Support
Mobile Commerce

Tapcart

Mobile ecommerce platform for custom apps

About Tapcart

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.

Key Metrics

Santa Monica, CaliforniaHeadquarters
2017Year Founded
$67.3MTotal Funding
SERIES_BCompany Stage
Consumer Software, Consumer GoodsIndustries
51-200Employees

Benefits

401k & stock options
Medical eligible first of the month
Dental & vision eligible immediately
Unlimited PTO & 11 paid company holidays
Brand new Macbook Pro & home office setup
$250 a month wellness stipend
Monthly happy hours, company-wide offsite events

Risks

Increased competition from platforms like Plobal Apps and Vajro could dilute market share.
Frequent updates due to evolving mobile OS may increase operational costs.
Consumer privacy regulations like GDPR could impact data-driven marketing strategies.

Differentiation

Tapcart offers a no-code platform for creating custom mobile apps for Shopify stores.
The platform features an intuitive drag-and-drop design tool for app customization.
Tapcart provides real-time analytics and push notifications to enhance customer engagement.

Upsides

Mobile commerce is expected to account for 73% of total e-commerce sales by 2021.
5G technology enhances mobile app performance, benefiting Tapcart's offerings.
Shopify's expanding market share increases Tapcart's potential customer base.

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