Technical Support for a Cloud-based Multichannel e-Commerce platform

**MRF 306886** **Is This YOU? Then We Want to Meet You!** Our client is GoDaddy's multichannel listing and inventory management platform. It enables eCommerce sellers to list and sell products across major platforms like Amazon, eBay, Etsy, Walmart, and Google, while managing their inventory, orders, and shipping from a single centralized dashboard. As a Tier 1 Support Guide in the Customer Care department, you serve as the first line of support for our client's merchants, focusing on resolving issues quickly and delivering an exceptional customer experience to help them grow their businesses. **Requirements** * **Experience** 1\+ year of customer support experience, preferably in SaaS, eCommerce, or technical support. * **Industry Knowledge** Familiarity with online marketplaces (Amazon, eBay, Etsy, Walmart) and how sellers manage listings, inventory, and orders. * **Communication Skills** Strong written communication skills, as the role is primarily asynchronous chat and emailbased. * **Technical Skills** Ability to troubleshoot technical issues methodically, such as API connections, data syncs, and browserbased applications. * **Multitasking** Comfort working with multiple tools simultaneously, including Intercom, billing platforms, admin dashboards, and Jira. * **Mindset** Customerfirst mindset with a dedicated focus on firstcontact resolution. **Who We Are LTVplus – Your Global Remote Team** At LTVplus, we’re all about delivering WOWworthy customer experiences for brands worldwide. We’re a remotefirst company with a team spread across the globe, embracing flexibility and diversity in everything we do. We work with various clients, bringing personalized support to enhance their customer experiences. **When you join LTVplus Your Mission will be to** * **Frontline Support** Provide support to merchants via Intercom (async chat, inapp messaging, and email), maintaining a response time of under 5 minutes and a CSAT score of 95% or above. * **Core Troubleshooting** Troubleshoot core product issues including inventory sync discrepancies, listing publishing errors, channel connection/authentication problems, order management, and shipping label generation via the ShipEngine integration. * **Integration Support** Support marketplace integrations across Amazon, eBay, Etsy, Walmart, and Google Shopping Actions by understanding unique channel requirements, listing templates, and itemspecific fields. * **Shopping Cart Connections** Assist with shopping cart connections (Shopify, WooCommerce, BigCommerce), troubleshooting API connectivity, product import, and sync issues. * **Billing \& Subscription Management** Guide merchants through billing and subscription inquiries using Recurly, including plan upgrades, downgrades, trialtopaid conversions, invoice issues, and cancellation flows. * **Onboarding Support** Support onboardingphase merchants during their 30day free trial with initial channel setup, produ