Technical Support Representative

Overview

Technical Support Agent role at StoreHub. You’ll be responsible for delivering high-quality support to merchants through inbound calls, live chat, and email by resolving complex issues across the StoreHub platform and its suite of products. As an escalation point for frontline agents, you will own advanced cases while collaborating with Product, Engineering, and Operations teams to ensure root cause resolution and continuous improvement of the customer experience by identifying recurring issues.

What you will do

• Build a strong understanding of the StoreHub platform to help customers solve more complex technical issues through phone, email, and chat.
• Handle escalated or sensitive support tickets, working with teams like Product, Engineering, or Hardware to ensure fast and accurate solutions.
• Investigate technical problems by replicating bugs, checking logs, and preparing clear reports for Tier 2 or Engineering teams.
• Deliver a great customer experience by showing empathy, professionalism, and taking full ownership of each case.
• Manage advanced issues from start to finish—whether it’s software bugs, hardware problems, or unclear processes.
• Work with the Beep Care Team and other teams to resolve issues related to delivery, merchant hardware, or logistics.
• Follow and improve our bug reporting process, and highlight common problems or areas that need improvement.
• Help the team by sharing findings, discussing cases in team huddles, and guiding junior teammates when needed.

What you will need to have

What makes working at StoreHub awesome (and refreshing!)

Core values

We do have all the other cool perks too :

We are an equal-opportunity employer and value diversity at StoreHub. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, marital status, veteran status, or disability status.

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