Tier 1 Technical Support Representative for an Ecommerce and Multi-channel retail industry Company

Operations, Full-time, Philippines/Albay/Libonmid

OtherTechnical Support Representative

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Quick Summary

Requirements Summary

1+ year of customer support experience, preferably in SaaS, eCommerce, or technical support. Industry Knowledge: Familiarity with online marketplaces (Amazon, eBay, Etsy,

Technical Tools

OtherTechnical Support Representative

MRF 306886

Who We Are: LTVplus – Your Global Remote Team
At LTVplus, we’re all about delivering WOW-worthy customer experiences for brands worldwide. We’re a remote-first company with a team spread across the globe, embracing flexibility and diversity in everything we do. We work with various clients, bringing personalized support to enhance their customer experiences.

Is This YOU? Then We Want to Meet You!
Our client is GoDaddy's multi-channel listing and inventory management platform. It enables eCommerce sellers to list and sell products across major platforms like Amazon, eBay, Etsy, Walmart, and Google, while managing their inventory, orders, and shipping from a single centralized dashboard. As a Tier 1 Support Guide in the Customer Care department, you serve as the first line of support for our client's merchants, focusing on resolving issues quickly and delivering an exceptional customer experience to help them grow their businesses.

Requirements

Experience: 1+ year of customer support experience, preferably in SaaS, eCommerce, or technical support.
Industry Knowledge: Familiarity with online marketplaces (Amazon, eBay, Etsy, Walmart) and how sellers manage listings, inventory, and orders.
Communication Skills: Strong written communication skills, as the role is primarily asynchronous chat and email-based.
Technical Skills: Ability to troubleshoot technical issues methodically, such as API connections, data syncs, and browser-based applications.
Multitasking: Comfort working with multiple tools simultaneously, including Intercom, billing platforms, admin dashboards, and Jira.
Mindset: Customer-first mindset with a dedicated focus on first-contact resolution.

When you join LTVplus Your Mission will be to:

Frontline Support: Provide support to merchants via Intercom (async chat, in-app messaging, and email), maintaining a response time of under 5 minutes and a CSAT score of 95% or above.
Core Troubleshooting: Troubleshoot core product issues including inventory sync discrepancies, listing publishing errors, channel connection/authentication problems, order management, and shipping label generation via the ShipEngine integration.
Integration Support: Support marketplace integrations across Amazon, eBay, Etsy, Walmart, and Google Shopping Actions by understanding unique channel requirements, listing templates, and item-specific fields.
Shopping Cart Connections: Assist with shopping cart connections (Shopify, WooCommerce, BigCommerce), troubleshooting API connectivity, product import, and sync issues.
Billing & Subscription Management: Guide merchants through billing and subscription inquiries using Recurly, including plan upgrades, downgrades, trial-to-paid conversions, invoice issues, and cancellation flows.
Onboarding Support: Support onboarding-phase merchants during their 30-day free trial with initial channel setup, product catalog creation, SKU management, listing template configuration, and first inventory syncs.
Internal Tool Optimization: Leverage internal tools (Sellbrite Admin tool, Intercom workflows/Resolution Bot, Recurly, Jira Service Management, and the 245+ article knowledge base) to diagnose and resolve merchant issues efficiently.
Technical Escalation: Escalate complex issues involving API-level failures, data integrity concerns, or platform bugs to Tier 2/TAM team members or engineering via Jira and the #sellbrite-customer-issues Slack channel.
Documentation Contribution: Contribute to knowledge base maintenance by identifying documentation gaps and flagging recurring issues in monthly QA summaries.

Nice to have

Experience with multi-channel eCommerce platforms such as Sellbrite, ChannelAdvisor, Listing Mirror, Zentail, or similar systems.
Understanding of SKU management, inventory sync logic, FBA (Fulfillment by Amazon), and 3PL integrations like ShipStation or Deliverr/Flexport.
Familiarity with subscription billing systems like Recurly or Stripe.
Experience using Intercom or similar CRM/messaging platforms for customer support.
Basic understanding of APIs, webhooks, and how cloud-based integrations work.

Working conditions

Schedule: Monday to Friday, with shifts scheduled between 5:00 AM – 5:00 PM PT.
Weekend Requirements: Participation in a weekend on-call rotation.
Environment: Part of a tight-knit, collaborative team environment within GoDaddy's broader Commerce organization that operates under the philosophy of "Teamwork, not Meanwork".

Tech Checklist – Gotta Have It!

A reliable computer (preferably younger than 3 years) and a stable high-speed internet connection.
Experience working with CS platforms and CRM tools (e.g., Gorgias, GHL, HubSpot)
A quiet, cozy workspace to handle calls and chats like a pro.

PLEASE FILL OUT THIS FORM: Skills Assessment Form

Click Here - Your First 30-60-90 Days at LTVplus: What to Expect

(only shortlisted candidates will be contacted)Tech Checklist – Gotta Have It!

Rate: 900 USD