Customer Success Engineer - L2 Job in Gurgaon at GoKwik

GoKwik is hiring for the role of Customer Success Engineer - L2!

Responsibilities of the Candidate:

• Serve as the primary point of contact for enterprise-level merchants, handling queries and issues via email, and occasionally via chat.
• Provide technical assistance on front-end development tasks, including debugging and troubleshooting code written in HTML, CSS, and JavaScript.
• Assist merchants in integrating and customizing e-commerce platforms like Shopify, focusing on optimizing the checkout flow and user experience.
• Collaborate with merchants to provide guidance on best practices for e-commerce operations, ensuring smooth and seamless product adoption.
• Document customer interactions and issue resolutions using Freshdesk and FreshChat ticketing systems.
• Adhere to SLA metrics and ensure timely issue resolution while maintaining a high level of customer satisfaction.
• Identify patterns in merchant queries to inform improvements in product features, documentation, or processes.
• Continuously learn and adapt to new tools, platforms, and technologies relevant to e-commerce.

Requirements:

• 1.5+ years of experience (excluding internships) in a customer-facing technical support or success role, with experience handling enterprise clients via email.
• Proficiency in HTML, CSS, and JavaScript, with experience in front-end development and troubleshooting.
• Experience working with and integrating e-commerce platforms like Shopify.
• Strong knowledge of e-commerce operations, particularly checkout flows.
• Ability to grasp new concepts quickly and learn fast in a dynamic, fast-paced environment.
• Proficiency with Freshdesk and FreshChat ticketing systems.
• Strong written and verbal communication skills, capable of explaining technical concepts to both technical and non-technical stakeholders.
• Willingness to work on a roster and provide weekend support, with flexibility for
• Occasional evening shifts during peak times.