HGS is a global provider of technology, AI, and business services that helps organizations transform with confidence. At HGS, we combine technology, AI, and human expertise to deliver Intelligent Experiences that drive growth and transformation. Our strong foundation in CX enables us to create impactful solutions across industries. Through our Realized AI approach, we deliver practical innovation with measurable outcomes. Part of the multi-billion-dollar Hinduja Group, HGS takes a “globally local” approach with 18,000+ employees across 10 countries and 30 delivery centers.”
Responsibilities
● Provide Tier 1 technical support via phone and email, resolving issues accurately and efficiently
● Troubleshoot common ecommerce and integration issues related to:
○ Shopping carts and checkout
○ Marketplaces and product feeds
○ Shipping, taxes, and payment settings
○ Platform configurations and data mappings
● Ask thoughtful, structured questions to diagnose issues and identify root cause
● Clearly document case details, steps taken, and resolutions in the ticketing system
● Educate customers during interactions and contribute to knowledge base content
● Collaborate with internal teams and escalate issues with strong context when needed
● Identify trends and share customer feedback to drive continuous improvement
Requirements
● Passion for delivering excellent customer experiences
● Experience supporting customers via phone and/or email
● Prior experience in a technical or SaaS support environment preferred
● Foundational understanding of ecommerce concepts (products, orders, checkout, payments, integrations)
● Comfort learning new tools and technology quickly
● Strong written and verbal communication skills
● Experience with ticketing systems, CRM tools, and productivity software (Salesforce a plus) Nice to Have
● Basic knowledge of HTML, CSS, or JavaScript
● Familiarity with APIs, webhooks, or integration troubleshooting
● Experience with ecommerce platforms (Shopify, Magento, BigCommerce, WooCommerce, etc.)
● Experience with Google Analytics, SEO, or marketplaces (Amazon/eBay)
HGS is an equal opportunity employer committed to fostering diversity, equity, and inclusion. We do not discriminate based on race, ethnicity, religion, gender, national origin, age, disability, veteran status, genetic information, or any other characteristic protected by applicable law. We believe a diverse workforce drives innovation and helps us better understand and serve our global customers and communities.
