Merchant Support Specialist

<img src="https://we-work-remotely.imgix.net/logos/0171/1965/logo.gif?ixlib=rails-4.0.0&w=50&h=50&dpr=2&fit=fill&auto=compress" /> <p> <strong>Headquarters:</strong> UK <br /><strong>URL:</strong> <a href="https://zapiet.com/">https://zapiet.com/</a> </p> <div><strong>The Role<br></strong></div> <div>We're seeking two exceptional Merchant Support Specialist's to join our global team. This role is critical in ensuring our merchants succeed by providing world-class support and insights that drive our product development.<br><br></div> <div><strong>Who We're Looking For<br></strong></div> <div><strong>Required Qualities</strong></div> <ul> <li>A patient, empathetic professional with a great sense of humour</li> <li>Exceptional written and verbal communication skills in English</li> <li>Tech-savvy and proficient with SaaS applications</li> <li>Proven Shopify experience</li> <li>Familiarity with Microsoft Teams and O365 suite applications </li> <li>Flexibility to work across Americas timezone, including weekend availability</li> <li>Strong independent working style with high self-motivation</li> <li>Flexibility to work across European and APAC time zones, including weekend availability</li> </ul> <div><strong>Bonus Qualifications</strong></div> <ul> <li>Fluency in a second (or third) language</li> <li>Additional e-commerce platform experience</li> </ul> <div><strong>Key Responsibilities</strong></div> <ul> <li>Provide comprehensive customer support across multiple channels: <ul> <li>Email</li> <li>Live chat</li> <li>Social media</li> <li>Telephone support</li> </ul> </li> <li>Conduct personalized onboarding and setup sessions via video calls</li> <li>Develop and maintain help documentation and tutorials</li> <li>Analyse and track feature requests and support trends</li> <li>Contribute to continuous improvement of our support processes</li> </ul> <div><strong>Why Join Zapiet?</strong></div> <ul> <li>Work with a self-funded, profitable company that prioritizes customer suc