Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Help clients troubleshoot and optimize our e-commerce software's features.
- Company: Join Swap, a leading software provider revolutionizing e-commerce with innovative solutions.
- Benefits: Enjoy a collaborative startup environment with comprehensive training and growth opportunities.
- Why this job: Make a direct impact in a dynamic role while enhancing customer experiences.
- Qualifications: 1+ year in technical support or customer-facing roles; strong technical aptitude required.
- Other info: We value diversity and are committed to building an inclusive team.
The predicted salary is between 28800 - 43200 £ per year.
Technical Support Specialist
Company:
Say hello to the ecommerce OS.
Swap is a leading software provider dedicated to empowering e-commerce brands with innovative, data-driven solutions. Our cutting-edge platform helps online retailers optimise their operations, enhance customer experiences, and drive growth. We are committed to fostering a collaborative and inclusive work environment where creativity and innovation thrive.
Role:
We are looking for a reliable, organised and experienced Senior Technical Support Specialist to play a crucial role in assisting our clients with effectively utilising our platform\’s features. Reporting to our Technical Support Manager, you will be the point of contact for technical questions, troubleshooting, and resolving issues as soon as possible. We value a strong desire to learn and grow and provide comprehensive training to help you succeed. This is a unique opportunity to be part of a startup environment where your contributions will have a direct impact on our success.
Responsibilities:
- Serve as a technical contact for clients, responding to their inquiries and troubleshooting technical issues related to our e-commerce software\’s order return and outbound shipping functionalities.
- Conduct thorough investigation and diagnosis of reported issues, utilising available resources and collaborating with internal teams to identify and implement effective resolutions.
- Guide clients through the configuration and setup of our software\’s features, ensuring they understand and utilise the platform\’s capabilities to their fullest potential.
- Document and maintain accurate records of customer interactions, inquiries, troubleshooting steps, and resolutions in our ticketing system, ensuring a comprehensive knowledge base for future reference.
- Identify opportunities to streamline and optimise processes, both internally and for clients, to enhance the efficiency and effectiveness of our order return functionalities.
- Support the Technical Support Manager with projects as needed
Requirements:
Needed:
- Minimum of 1 year experience in a software technical support role.
- Minimum of 1 year experience in a customer support or customer-facing role.
- Strong technical aptitude and a demonstrated technical mindset.
- Ability to work independently in a fast-paced, dynamic environment, effectively managing multiple priorities and meeting deadlines.
- Customer-focused mindset with a passion for delivering exceptional customer support and driving customer satisfaction – including jumping on the occasional client call.
- Good time management, prioritisation, and multitasking abilities.
Bonus:
- Experience with APIs and API tools such as Postman.
- Experience providing support and troubleshooting SaaS.
- Experience at a start-up.
- Experience with ticketing systems and CRM software.
- Familiarity with e-commerce order management systems and logistics processes.
Diversity & Equal Opportunities
We embrace diversity and equality in a serious way. We are committed to building a team with a variety of backgrounds, skills, and views. The more inclusive we are, the better our work will be. Creating a culture of equality isn\’t just the right thing to do; it\’s also the smart thing.
Swap | Technical Support Specialist employer: Swap
Contact Detail:
Swap Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Swap | Technical Support Specialist
✨Tip Number 1
Familiarize yourself with e-commerce software and order management systems. Understanding the common challenges faced by online retailers will help you relate better to clients and provide effective solutions.
✨Tip Number 2
Brush up on your technical troubleshooting skills, especially related to APIs and SaaS platforms. Being able to quickly diagnose and resolve issues will set you apart as a candidate.
✨Tip Number 3
Showcase your customer support experience by preparing examples of how you've successfully handled client inquiries or resolved technical issues in the past. This will demonstrate your customer-focused mindset.
✨Tip Number 4
Highlight any experience you have working in a startup environment. Emphasizing your adaptability and ability to thrive in fast-paced settings will resonate well with our team culture.
We think you need these skills to ace Swap | Technical Support Specialist
Some tips for your application 🫡
Understand the Role: Take the time to thoroughly read the job description for the Technical Support Specialist position at Swap. Make sure you understand the responsibilities and requirements, as this will help you tailor your application.
Highlight Relevant Experience: In your CV and cover letter, emphasize your experience in technical support and customer-facing roles. Provide specific examples of how you've successfully resolved technical issues or improved customer satisfaction.
Showcase Technical Skills: Mention any relevant technical skills, such as familiarity with APIs, SaaS support, or ticketing systems. If you have experience with e-commerce platforms or logistics processes, be sure to include that as well.
Express Your Passion: Convey your enthusiasm for working in a startup environment and your commitment to delivering exceptional customer support. Highlight your desire to learn and grow within the company, as this aligns with Swap's values.
How to prepare for a job interview at Swap
✨Show Your Technical Skills
Be prepared to discuss your technical experience in detail. Highlight specific instances where you've successfully troubleshot software issues or provided support in a customer-facing role. This will demonstrate your strong technical aptitude and mindset.
✨Understand the Product
Familiarize yourself with Swap's e-commerce platform and its functionalities before the interview. Being able to speak knowledgeably about the product will show your genuine interest and help you answer questions more effectively.
✨Demonstrate Customer Focus
Prepare examples that showcase your customer-focused mindset. Discuss how you've gone above and beyond to ensure customer satisfaction in previous roles, as this aligns with the company's values.
✨Ask Insightful Questions
Prepare thoughtful questions about the role, team dynamics, and company culture. This not only shows your interest in the position but also helps you assess if the company is the right fit for you.
