Webstore Support Specialist

About the role

Epsidon Technology Holdings is hiring a Webstore Support Specialist in Johannesburg on a permanent basis. The role covers customer support for the webstore platform, technical troubleshooting, documentation and collaboration with the development team, and is based in the office.

Key responsibilities

• Respond to customer inquiries about the webstore platform via Jira or by phone.
• Troubleshoot technical issues, including checkout problems and product listing errors.
• Help customers with order processing and tracking, and guide them on platform features.
• Create and maintain documentation and FAQs, and escalate complex issues to the right teams.
• Monitor and improve customer interactions, and collect and analyse customer feedback.
• Work with the Development Team on Cloud projects and address billing and renewal data discrepancies.
• Improve data refresh speed and accuracy, streamline product configurations, and manage the Credit Project (VAT deductions from African Partners' credit).
• Communicate with internal and external stakeholders, identify risks and implement solutions, and optimise webstore efficiency.

Required profile

• Grade 12.
• Experience in customer support and technical troubleshooting within a website or e-commerce environment.
• Fluent in English.
• Own reliable transport.
• Office-based working.

Required skills

• Familiarity with webstore platforms.
• Strong communication and problem-solving skills.
• Detail-oriented, self-motivated and able to work independently and in a team.