Why This Role MattersAs a Customer Success EngineerAbout GoKwik
Why This Role Matters
What You’ll Own
- Merchant Technical Support: Provide technical support to GoKwik merchants through email and chat, ensuring timely and professional responses.
- Technical Troubleshooting: Investigate and resolve technical issues reported by merchants, identify root causes, and escalate complex cases to the relevant teams.
- Product Configuration and Integrations: Assist merchants with product configurations, customisation requests, integrations, and usage-related queries.
- Cross-Functional Collaboration: Work with Product, Engineering, and other internal teams to resolve technical issues and improve merchant outcomes.
- Ticket and Case Management: Maintain accurate records of support tickets, troubleshooting steps, escalations, and resolutions using tools such as Freshdesk and Freshchat.
- SLA and Customer Satisfaction: Prioritise support requests, meet resolution timelines, and maintain high customer satisfaction.
- Issue Analysis and Process Improvement: Identify recurring technical issues and merchant queries, analyse patterns, and recommend improvements to product functionality, documentation, and support processes.
- Merchant Communication: Communicate technical issues and resolutions clearly to technical and non-technical stakeholders, keeping merchants informed throughout the resolution process.
- Support Operations: Work in a roster-based environment, including weekend support and occasional evening coverage during peak periods.
Who You Are
- Have at least 2 years of experience in technical support, customer engineering, or a similar customer-facing technical role.
- Have experience supporting enterprise clients through email, chat, or ticketing systems.
- Possess strong written and verbal communication skills, with the ability to explain technical concepts clearly.
- Have strong troubleshooting and problem-solving skills, with the ability to identify root causes and drive issues to resolution.
- Have experience using customer support platforms such as Freshdesk or Freshchat.
- Understand eCommerce workflows and merchant-facing technology products.
- Have familiarity with Shopify, APIs, product integrations, or SaaS-based solutions; this will be an added advantage.
- Are organised, detail-oriented, and comfortable managing multiple support cases in a fast-paced environment.
- Demonstrate accountability, ownership, and a customer-focused approach.
- Are comfortable working in a roster-based support model, including weekends and occasional evenings as required.
Why GoKwik
Skills Required
- At least 2 years of experience in technical support, customer engineering, or a similar customer-facing technical role
- Experience supporting enterprise clients through email, chat, or ticketing systems
- Strong written and verbal communication skills
- Strong troubleshooting and problem-solving skills, including root-cause identification
- Experience using customer support platforms such as Freshdesk or Freshchat
- Understanding of eCommerce workflows and merchant-facing technology products
- Familiarity with Shopify, APIs, product integrations, or SaaS-based solutions
- Ability to manage multiple support cases in a fast-paced environment
- Accountability, ownership, and a customer-focused approach
- Willingness to work in a roster-based support model, including weekends and occasional evenings
What We Do
GoKwik is a data & technology led enabler, building a full-stack solution suite for eCommerce and D2C brands to help them unlock business growth. Embarked on a mission to democratise the shopping experience, GoKwik enables eCommerce brands to deliver superlative customer experience across the shopping funnel thereby boosting conversion rates and revenue growth. It also solves for other critical pain points of the industry such as COD RTO (Return to Origin) and helps brands manage the RTO problem while offering COD as a payment channel. With its recent addition of a third product: KwikChat, GoKwik is solving for low ROIs on marketing campaigns through 30+ Whatsapp use cases such as abandoned cart recovery, click to whatsapp ad campaigns & headless checkout. 1 in 3 shoppers is already shopping on the GoKwik network that has helped 500+ brands scale their businesses with higher GMV realisation & profit margins. It is helmed by Chirag Taneja (Co-Founder and Chief Executive Officer), Vivek Bajpai (Co-Founder and Chief Technology Officer), and Ankush Talwar (Co-Founder and Chief Data Scientist). GoKwik is backed by investors such as Sequoia Capital, Matrix Partners India, RTP Global & Think Investments. GoKwik's team has deep knowledge in the space of eCommerce with people having previous experience in Flipkart, Razorpay, Swiggy, Myntra, Nykaa, and more.
