Technical Support Specialist

About the Company: Aidey is one of the fastest-growing BPO companies in the Philippines, providing businesses of all sizes with an efficient way to manage their operations through flexible and cost - effective outsourcing solutions. Different brands use Aidey’s diverse services which include: Customer Service, Technical Service, Customer Success, and Back Office functions. Companies from the SaaS, ecommerce, hospitality, and services industries use Aidey’s services to streamline their operations for peak efficiency and create flawless experiences for their customers. About the Client: The Client is the leading optimization and personalization platform for Shopify brands. With an AI-powered, never-before-seen visual editor, the client enables you to customize every page and component on your store, tailor personalized experiences to multiple audiences, and add product recommendations and upsells through continuous and robust A/B testing. The client is a lean team and a young company, but already working with thousands of leading Shopify brands and agencies, including Laura Geller, Andie Swim, Faherty, Moroccan Oil, and The Oodie. About the Position: We are looking for a Technical Support Specialist to join our team. In this role, you will be responsible for delivering prompt, high-quality responses to customer inquiries. You will take the time to understand each customer's unique needs, including their business size, background, prior interactions, and goals, in order to offer more personalized and insightful support. The ideal candidate should be personable, detail-oriented, and professional. We expect the ability to achieve excellent service outcomes and demonstrate strong research skills. The Support Specialist should be adaptable, able to respond to various requests appropriately (rather than relying on scripts), and strive to deliver exceptional service at all times. We are also welcoming Fresh Graduates who feel that they are a good fit for this role. • Excellent English communication skills: verbal, written, and reading are a MUST • Experience in customer support (preferably in SaaS, eCommerce, or tech) is an ADVANTAGE • Hands-on Shopify experience is an ADVANTAGE • Experience working with HubSpot or similar CRM/ticketing systems is an ADVANTAGE • Familiarity with conversion rate optimization (CRO) best practices • Team player - joining a small team in a fast-paced start-up, hungry to learn and work together • Proactive, customer-first mindset, with a curiosity to understand the customer’s business and provide context-aware support • Ability to problem-solve and provide thoughtful and accurate responses Responsibilities: • 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 • Fully remote, long-term opportunity • Work directly with US-based teams • Stable full-time schedule • Clear processes and structured work • Opportunity to grow into higher-level roles