Title:  Technical Support Representative

Mission - Why This Role Exists

As a Technical Support Representative, you will play an important role in helping customers successfully use Sellercloud, a business-critical platform supporting multichannel eCommerce operations.

This role exists to provide knowledgeable, responsive, and customer-focused technical support across online marketplaces, orders, inventory, fulfilment, and integrations. You will work directly with customers through phone, email, and chat, investigating issues, explaining solutions clearly, and helping customers keep their day-to-day operations running smoothly.

You will develop deep product knowledge of Sellercloud through ongoing training and hands-on experience. At the same time, you will be expected to think independently, ask the right questions, and investigate situations where the answer may not immediately be clear.

Outcomes - What Success Looks Like

• Deliver timely, accurate, and professional technical support to customers through phone, email, and chat.

• Build strong knowledge of Sellercloud, its functionality, and the eCommerce processes it supports, including orders, inventory, fulfilment, and online marketplaces.

• Investigate customer issues independently using structured troubleshooting, available technical tools, and relevant system information before determining the appropriate resolution or escalation.

• Troubleshoot data, API, integration, configuration, and system-related issues using SQL, logs, and structured data where appropriate.

• Communicate confidently with customers during live calls, asking effective questions and clearly explaining technical issues and recommended solutions.

• Manage support tickets effectively, keeping customers informed and ensuring clear communication between customers and internal teams through to resolution.

• Conduct thorough root cause analysis, identify recurring patterns, and prepare clear and detailed information when an issue requires escalation to Development.

• Continuously develop your Sellercloud and technical knowledge, applying feedback and learning from new scenarios that may not have been covered during formal training.
  
  

Skills & Competencies - How the Work Gets Done
Technical Expertise - Highly appreciated when you bring:

• Experience in eCommerce, technical support, application support, software support, or another relevant customer-facing technical environment
  
• Experience with online marketplaces, orders, inventory, fulfilment, or other eCommerce processes
  
• Strong written and spoken English, with the confidence to troubleshoot and communicate with customers during live calls
• Ability to write and run SQL queries for data validation, troubleshooting, and identifying errors or synchronization issues
• Understanding of SQL joins, filters, and aggregations for data investigation
• Experience troubleshooting APIs using tools such as Postman or curl and interpreting response codes and payloads
• Familiarity with API authentication, rate limits, integrations, and schema mismatches
• Ability to navigate application or server logs to identify relevant errors and exceptions
• Ability to validate system configurations and reproduce issues where appropriate
• Experience reviewing structured data such as CSV, XML, and JSON files for formatting, data, and transformation issues
  
  

Key Attributes

• Genuinely interested in building a long-term career in customer-facing technical support and developing deep knowledge of Sellercloud
• Comfortable communicating with customers by phone and troubleshooting problems in real time
• Curious and willing to ask questions, investigate independently, and understand why something is happening rather than simply looking for a quick answer
• Calm and adaptable when dealing with unfamiliar situations or when the solution is not immediately clear
• Structured and analytical when investigating technical problems
• Proactive and accountable, with the ability to take ownership of customer issues
• Open to feedback and able to apply learning to future situations
• Collaborative and comfortable working with customers, Support colleagues, and technical teams
  
  

Culture Add: TEAM Values

We value team members who communicate openly, share information transparently, and build trust with customers and colleagues. You bring excellence to your work by developing your technical and product knowledge and maintaining a high standard of customer service.

You demonstrate accountability by taking ownership of customer issues, following through on commitments, and knowing when further investigation or escalation is needed. You use available data, evidence, and structured problem-solving to make informed decisions and continuously improve how you support customers.

Aptitudes

• Smart: Able to understand technical and business problems, connect information across systems, and apply structured troubleshooting to reach sound conclusions.
• Curious: Willing to ask questions, investigate unfamiliar problems, and continuously learn more about Sellercloud, eCommerce, integrations, and customer workflows.
• Coachable: Open to feedback, able to explain your reasoning, learn from mistakes, and apply feedback to new situations.
  
  

What’s in It for You

• Hands-on training and ongoing opportunities to build deep expertise in Sellercloud
• Exposure to eCommerce operations, online marketplaces, orders, inventory, fulfilment, APIs, integrations, and data troubleshooting
• The opportunity to develop strong technical and customer-facing support skills
• A collaborative and supportive international team environment
• A role where curiosity, initiative, and independent problem-solving are valued
• Opportunities for continued growth within a global software and logistics technology organisation
  
  

Working Arrangement

This is a hybrid position, requiring the successful candidate to be comfortable working from 3:00 PM to 12:00 AM (15:00 - 00:00).