Technical Support Specialist

About DigiFist

At DigiFist, we design and develop high-quality Shopify themes and digital solutions used by merchants around the world. We’re now looking for a Technical Support Engineer to join our growing team in Türkiye (ideally Istanbul).

You’ll be the first point of contact for merchants globally — answering questions, solving technical issues, and ensuring every customer gets the best possible experience. Beyond troubleshooting, you’ll own our technical documentation and monitor key support KPIs to help our team deliver world-class service.

This role is not just about fixing problems — it’s about proactively improving customer satisfaction, keeping our documentation accurate and up-to-date, and giving the team clear visibility into the health of our support operations.

What You’ll Do

• Respond to pre-sales and technical questions via our Customer Support Portal, email, and chat.
• Troubleshoot merchant issues, provide solutions, or escalate to the project management/development teams when needed.
• Own and maintain all technical documentation, FAQs, and step-by-step guides, ensuring they are always accurate and easy to follow.
• Monitor and report KPIs related to customer satisfaction, ticket resolution times, documentation freshness, and any other metrics that help us measure and improve performance.
• Gather and share customer feedback to help improve our themes and processes.
• Proactively update customers about releases, improvements, and new features.

What We’re Looking For

• Strong problem-solving skills with the ability to think on your feet.
• Excellent English skills are a must — both written and verbal.
• Speaking additional languages is a big plus.
• Strong technical writing skills are highly valued.
• Positive, proactive attitude with strong collaboration skills.
• Strong organizational skills and attention to detail.
• Experience in IT or e-commerce — Shopify knowledge is a big plus!
• Familiarity with customer support, analytics, and project management tools (e.g., Zendesk, ClickUp, Asana) is a plus.
• Based in Türkiye (Istanbul preferred for occasional in-person meetings).

Why Join Us

• Be part of an innovative Shopify partner agency serving merchants worldwide.
• Take ownership of a critical area of the business where your insights directly shape customer experience.
• Work with a collaborative, international team.
• Opportunities for learning, growth, and specialization in e-commerce technologies.
• Flexible remote working environment.