Help Desk Support Specialist Level 2

About the role

Join a global e‑commerce leader as a Technical Support Representative (Level 2) based onsite in El Salvador. You will provide front‑line assistance to clients using platforms such as BigCommerce, handling technical issues and ensuring smooth online operations.

Key responsibilities

• Assist clients with BigCommerce platform issues, website performance, integrations and transactions.
• Troubleshoot website errors, domain and DNS problems, and payment processing challenges.
• Guide users on SEO best practices, Google Analytics, and site optimization.
• Support third‑party API integrations and resolve related technical problems.
• Manage tickets using Zendesk, Freshdesk or similar tools, ensuring timely resolution.

Required profile

• Advanced English (C1) and ability to work rotating 24/7 shifts.
• Full‑time availability for onsite work in El Salvador.

Required skills

• BigCommerce (or similar platforms: Shopify, Magento, WooCommerce)
• Basic HTML, CSS, JavaScript
• API troubleshooting and third‑party integrations
• Domain & DNS management
• Website performance and hosting knowledge
• Payment gateway and checkout troubleshooting
• SEO and Google tools (Analytics, Tag Manager)
• Browser debugging (Chrome DevTools)
• CRM & ticketing systems (Zendesk, Freshdesk)
• Basic SQL and database concepts
• Version control basics (Git)