About the Company
Deloitte Digital helps clients in Australia and globally reimagine their businesses for the digital age. We combine Deloitte’s consulting experience with the creative and technical capabilities of a digital agency to deliver innovative solutions across strategy, user experience, commerce, content, and mobile. We’re passionate about leveraging technology to create impactful and seamless customer experiences, and our teams work with leading brands to shape their digital future. We foster a culture of collaboration, continuous learning, and client-centricity.
Job Description
We are seeking a dedicated and technically proficient Shopify Support Specialist to join our growing e-commerce team. This is a fully remote role focused on providing exceptional technical support and problem-solving for our diverse portfolio of clients utilizing the Shopify platform. You will be the first point of contact for client inquiries, troubleshooting issues related to Shopify stores, apps, themes, and integrations. The ideal candidate has a strong understanding of the Shopify ecosystem, excellent communication skills, and a passion for helping businesses succeed online. You will play a crucial role in maintaining client satisfaction and ensuring smooth operation of their e-commerce ventures.
Key Responsibilities
- Provide front-line technical support to clients via email, chat, and occasionally phone regarding their Shopify stores.
- Diagnose and resolve issues related to Shopify themes, apps, payment gateways, shipping, and general platform functionalities.
- Escalate complex technical issues to senior specialists or development teams when necessary, ensuring clear documentation.
- Assist clients with basic HTML/CSS modifications and Liquid template adjustments for minor theme customisations.
- Educate clients on Shopify features, best practices, and new updates to help them maximise their store's potential.
- Maintain detailed records of all support interactions and resolutions in our helpdesk ticketing system.
- Contribute to the creation and maintenance of internal knowledge base articles and client-facing FAQs.
- Collaborate with internal teams, including developers and project managers, to ensure timely and effective problem resolution.
- Monitor system health and performance for client stores, proactively identifying potential issues.
Required Skills
- Minimum 1 year of experience working directly with the Shopify platform in a support or development capacity.
- Solid understanding of the Shopify admin interface and core functionalities.
- Familiarity with HTML, CSS, and basic JavaScript concepts for front-end troubleshooting.
- Experience with helpdesk ticketing systems (e.g., Zendesk, Freshdesk).
- Exceptional written and verbal communication skills with a customer-focused approach.
- Strong problem-solving abilities and attention to detail.
- Ability to work independently and manage multiple support tickets efficiently in a remote environment.
- Proactive and eager to learn new technologies and best practices.
Preferred Qualifications
- Experience with Shopify Plus features and advanced customisations.
- Knowledge of Liquid templating language.
- Previous experience in an agency or consulting environment.
- Familiarity with third-party Shopify apps and integrations (e.g., marketing, ERP, CRM).
- Experience with version control systems like Git.
- A relevant certification in e-commerce or web development.
Perks & Benefits
- 100% remote work flexibility, allowing you to work from anywhere in Australia.
- Competitive salary package with performance incentives.
- Generous paid time off and public holidays.
- Allowance for home office setup and internet expenses.
- Comprehensive health and wellness programs.
- Opportunities for continuous professional development and training in Shopify and related technologies.
- Collaborative and supportive team environment.
- Access to a wide range of Deloitte Digital's global learning resources.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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