TecAlliance

Compensation

Full Description

About the Role As a Customer Experience Specialist for OptiCat’s eCommerce SaaS platform, you will provide advanced technical and operational support to our clients. You’ll be the go-to expert for complex issues, bridging the gap between customers and our internal product, engineering, and support teams. Your work ensures our clients get the most out of our platform — enhancing their workflows, solving problems quickly, and building long-term relationships. Key Responsibilities Primary Focus · Troubleshoot and resolve escalated Tier 1 support cases, especially technical and integration-related challenges. · Act as a subject matter expert on platform functionality, advising eCommerce clients on best practices. · Validate accuracy of development efforts as compared with stated requirements Daily Tasks · Respond to client tickets via HubSpot, Wrike, and Trello. · Manage complex issues involving APIs, workflows, payments, and system integrations. · Update the knowledge base and assist Tier 1 support when needed. · Test software to ensure the accuracy of development efforts. · Provide 2 hours/week support for TecCom calls. Goals & Objectives · Meet SLA compliance for all assigned cases. · Resolve escalated tickets quickly and effectively. · Increase customer satisfaction and product adoption. · Ensure error free software releases. Collaboration & Reporting · Document all cases in CRM/helpdesk systems. · Analyze usage and feedback trends to support product and support team improvements. · Escalate unresolved issues to engineering and recommend feature enhancements based on client needs. · Record any bugs or errors found in testing and follow up to ensure accuracy of software fixes. Additional Contributions · Mentor Tier 1 team members through knowledge sharing. · Deliver high-touch support, including training for workflow optimization. · Contribute to continuous improvement by refining documentation and processes. Your Profile Education · Bachelor’s degree in Business, IT, or related field (or equivalent experience) preferred but not required. Experience · 3+ years in customer support, including at least 1 year in Tier 2 or technical SaaS/eCommerce support. · Experience with eCommerce platforms (Shopify, BigCommerce, Magento) and APIs. · Familiarity with CRM/helpdesk systems (HubSpot, Wrike, Trello, Azure). · Strong skills in Excel (advanced), with optional experience in SQL, HTML/CSS, JavaScript, and Google Analytics. · Proven ability to translate technical issues into clear, client-friendly communication. Skills & Tools · Digital Tools: HubSpot, Wrike, Trello, eCommerce SaaS platforms. · Data Management: Advanced Excel, basic SQL preferred. · Methodologies: Helpdesk ticket management, product feedback cycles. · Other: Google Analytics, web technologies (HTML, CSS, JavaScript). Benefits: · Fully Remote – work from anywhere within the United States or Canada · Comprehensive Health Benefits – supporting your physical and mental well-being · Competitive Salary – based on experience and market benchmarks · Company-Provided Equipment – everything you need to succeed from day one Culture: At TecAlliance, we believe that people do their best work when they feel valued, trusted, and part of a supportive team. · Our Values in Action – We live ownership, cooperation, entrepreneurial thinking, and self-reflection, working together as ONE team. · A Team That Celebrates Together – From project wins to personal milestones, we believe there’s always something worth celebrating. · Come As You Are – Whether you’re a T-shirt person or a button-up enthusiast, we value authenticity over dress codes. · Professional but Human – In customer-facing roles, you’re the face of TecAlliance. We expect professionalism, but we trust your judgment on when to add personality, humor, and warmth - because customers remember how you made them feel. · Your Voice Matters – You’ll help shape our value-driven culture and agile transformation. We’re curious, collaborative, and ready to tackle challenges together.