E-Commerce App Technical Support Specialist – Associate Level

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Aidey

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2017

🤝 B2B

🤖 Artificial Intelligence

🏢 Enterprise

B2B • Artificial Intelligence • Enterprise

Aidey is an AI-first BPO that provides human-in-the-loop services to companies, staffing the last-mile human intelligence that supports AI models and customer-facing processes. It operates 24/7/365 and combines AI-driven pipelines (for recruitment, QA, forecasting, marketing, and ops) with senior human review to handle customer experience, technical support (tier 1–3), customer success, back-office operations (data labeling, moderation, RLHF review, finance ops) and sales. Aidey integrates with common CRMs and helpdesk tools, promises a rapid 10-day onboarding to a live bench, and serves verticals including SaaS & AI, e-commerce, hospitality & travel, fintech, retail and gaming. The company promotes remote operations (Philippines base), claims improved CSAT and response times for clients, and has press coverage in tech/business outlets.

📋 Description

• Monitor, troubleshoot, and respond to inbound and support-related inquiries in real time, providing clear and helpful responses • Open and monitor Jira tickets, escalating internally as needed • Go beyond just answering the question at hand—take the time to understand who the customer is, their business size, and their goals to offer relevant and strategic support • Provide guidance on CRO best practices based on the customer’s needs, with support from the client's CRO experts

🎯 Requirements

• You'll need to communicate fluently, confidently, and clearly in English at a very high level — both verbally and in writing — as this is central to the role; therefore, please ONLY apply for this position if you possess excellent English skills. - **MUST** • At least 1 year of experience supporting an **eCommerce SaaS application **as a Technical Support Specialist, including handling email support tickets, conducting troubleshooting calls, and supporting merchants with website code implementation, third-party app configuration, and other implementation issues, is a **MUST** • Hands-on experience with HTML and CSS is a **MUST**; hands-on experience with JavaScript is an **ADVANTAGE** • Experience working with HubSpot or a similar CRM is a **MUST** • Availability to work rotating shifts, weekends, and on-call coverage is a **MUST** • Experience using Jira, browser developer tools, theme editors, app integrations, and APIs is an **ADVANTAGE** • Experience providing support through live chat is an **ADVANTAGE** • Familiarity with conversion rate optimization (CRO) best practices is an **ADVANTAGE**

🏖️ Benefits

• Competitive salary • Exposure to a cutting edge fast paced work environment • Fully remote, long-term opportunity • Stable full-time schedule • Clear processes and structured work • Opportunity to grow into higher-level roles