About the Role

As a Customer Experience Specialist for OptiCat’s eCommerce SaaS platform, you will provide advanced technical and operational support to our clients. You’ll be the go-to expert for complex issues, bridging the gap between customers and our internal product, engineering, and support teams. Your work ensures our clients get the most out of our platform — enhancing their workflows, solving problems quickly, and building long-term relationships.

 Key Responsibilities

Primary Focus

·       Troubleshoot and resolve escalated Tier 1 support cases, especially technical and integration-related challenges.

·       Act as a subject matter expert on platform functionality, advising eCommerce clients on best practices.

·       Validate accuracy of development efforts as compared with stated requirements

Daily Tasks

·       Respond to client tickets via HubSpot, Wrike, and Trello.

·       Manage complex issues involving APIs, workflows, payments, and system integrations.

·       Update the knowledge base and assist Tier 1 support when needed.

·       Test software to ensure the accuracy of development efforts.

·       Provide 2 hours/week support for TecCom calls.

Goals & Objectives

·       Meet SLA compliance for all assigned cases.

·       Resolve escalated tickets quickly and effectively.

·       Increase customer satisfaction and product adoption.

·       Ensure error free software releases.

Collaboration & Reporting

·       Document all cases in CRM/helpdesk systems.

·       Analyze usage and feedback trends to support product and support team improvements.

·       Escalate unresolved issues to engineering and recommend feature enhancements based on client needs.

·       Record any bugs or errors found in testing and follow up to ensure accuracy of software fixes.

Additional Contributions

·       Mentor Tier 1 team members through knowledge sharing.

·       Deliver high-touch  support, including training for workflow optimization.

·       Contribute to continuous improvement by refining documentation and processes.

 Your Profile

Education

·       Bachelor’s degree in Business, IT, or related field (or equivalent experience) preferred but not required.

Experience

·       3+ years in customer support, including at least 1 year in Tier 2 or technical SaaS/eCommerce support.

·       Experience with eCommerce platforms (Shopify, BigCommerce, Magento) and APIs.

·       Familiarity with CRM/helpdesk systems (HubSpot, Wrike, Trello, Azure).

·       Strong skills in Excel (advanced), with optional experience in SQL, HTML/CSS, JavaScript, and Google Analytics.

·       Proven ability to translate technical issues into clear, client-friendly communication.

Skills & Tools

·       Digital Tools: HubSpot, Wrike, Trello, eCommerce SaaS platforms.

·       Data Management: Advanced Excel, basic SQL preferred.

·       Methodologies: Helpdesk ticket management, product feedback cycles.

·       Other: Google Analytics, web technologies (HTML, CSS, JavaScript).

Benefits:

·       Fully Remote – work from anywhere within the United States or Canada

·       Comprehensive Health Benefits – supporting your physical and mental well-being

·       Competitive Salary – based on experience and market benchmarks

·       Company-Provided Equipment – everything you need to succeed from day one

Culture:

At TecAlliance, we believe that people do their best work when they feel valued, trusted, and part of a supportive team.

·       Our Values in Action – We live ownership, cooperation, entrepreneurial thinking, and self-reflection, working together as ONE team.

·       A Team That Celebrates Together – From project wins to personal milestones, we believe there’s always something worth celebrating.

·       Come As You Are – Whether you’re a T-shirt person or a button-up enthusiast, we value authenticity over dress codes.

·       Professional but Human – In customer-facing roles, you’re the face of TecAlliance. We expect professionalism, but we trust your judgment on when to add personality, humor, and warmth - because customers remember how you made them feel.

·       Your Voice Matters – You’ll help shape our value-driven culture and agile transformation. We’re curious, collaborative, and ready to tackle challenges together.