Shopify Support Trainee

About the Role

We're looking for a proactive and tech-savvy support trainee to help merchants get the most out of our Shopify apps. You'll be responsible for communicating with merchants, understanding their software requirements, assisting with app setup and customization requests, troubleshooting issues, and ensuring a smooth experience with our products. You'll work closely with our development and product teams to resolve merchant concerns and improve customer satisfaction.

• Work days: Monday to Friday (Saturday subject to requirement)
• Work hours: 10:00 AM – 7:00 PM
• Setup: Fully on-site role

Key Responsibilities

• Merchant Communication: Handle merchant queries through live chat, email, and video calls with clear, professional, and friendly communication.
• App Setup & Onboarding: Help merchants install, configure, and use our apps based on their business requirements.
• Technical Troubleshooting: Investigate app-related issues, reproduce bugs, identify possible causes, and coordinate resolutions with developers.
• Customization Support: Understand merchant customization requirements, suggest available solutions, and coordinate with the development team for advanced changes.
• Store & Platform Assistance: Guide merchants through admin dashboards, theme editors, app embeds, app blocks, and other relevant storefront configurations.
• Merchant Success: Follow up with merchants, ensure successful app adoption, and proactively address concerns to improve satisfaction and retention.
• Product Feedback: Collect merchant suggestions, identify recurring issues, and share actionable insights with the product team.
• Documentation & Testing: Maintain support records, prepare clear bug reports, test fixes, and contribute to help articles and FAQs.

Requirements & Tech Stack

• Technical Background & AI Enthusiasm:
• Strong tech background, a natural curiosity about software and technology, and enthusiasm about AI and innovative tech solutions.
• Solid client service aptitude, patience, and a strong desire to help users succeed.
• Platform Knowledge (Shopify or General E-commerce):
• Working understanding of the Shopify ecosystem, Shopify Admin, or general e-commerce platforms.
• Familiarity with products, collections, variants, inventory, discounts, and customer accounts.
• Basic knowledge of themes, theme customization, and theme editors.
• Understanding of app installation, app embeds, and app blocks.
• Familiarity with storefront functionality, including product pages, cart, and checkout.
• Apps & E-commerce Product Knowledge:
• Understanding of how software applications integrate with storefronts and extend store functionality.
• Basic familiarity with e-commerce features such as product bundles, upsells, wishlists, subscriptions, wholesale pricing, and discounts.
• Ability to learn new app features quickly and explain their functionality to merchants.
• Understanding of common merchant requirements and how to translate them into app configurations or customization requests.
• Basic Technical Knowledge:
• Basic understanding of HTML and CSS.
• Familiarity with browser developer tools and identifying basic storefront issues.
• Ability to troubleshoot app installation, display, configuration, and compatibility issues.
• Ability to prepare clear technical reports with steps to reproduce, screenshots, and screen recordings.
• Basic familiarity with JavaScript and Liquid is an added advantage.
• Communication & Customer Service:
• Excellent written and verbal English communication.
• Ability to understand merchant concerns and explain technical solutions in simple language.
• Strong problem-solving skills, patience, and attention to detail.
• Ability to manage multiple merchant conversations and prioritize issues.
• Strong ownership mindset and willingness to follow through until issues are resolved.

Qualifications

• A confident communicator who enjoys helping customers.
• Curious about technology, software products, AI, and e-commerce.
• Comfortable investigating issues before escalating them.
• Quick to learn new features and explain them clearly.
• Responsible, organized, and focused on resolving merchant problems.
• Comfortable collaborating with developers, designers, and product teams.
• Freshers welcome (0-6 months) / Minimum 6-12 months for experienced applicants.
• Previous experience supporting merchants or working with app companies is good to have.
• Limited or no prior exposure to Shopify is completely acceptable, provided there is a strong, demonstrated interest in learning.
• Experience using customer support tools such as Crisp, Intercom, Zendesk, or similar platforms is good to have.
• Familiarity with Partner Dashboards and collaborator access is good to have.
• Experience conducting merchant onboarding or product demo calls is good to have.
• Understanding of SaaS customer success, customer retention, and app adoption is good to have.