HGS is a global leader in customer experience management. With more than 18,000 employees spread across 9 countries, our mission is to make our clients more competitive by providing exceptional experiences. Powered by a people first philosophy and experience serving over 1100 of the world’s leading brands, HGS is the perfect place to build your future!
We’re looking for a customer-first, technically curious individual to join our growing Customer Success team as a Product Support Specialist – Tier 1.
In this role, you’ll be on the front line helping customers successfully use the RevolutionParts platform by:
- Troubleshooting issues
- Guiding users through workflows
- Translating technical concepts into clear, actionable guidance
You’ll support customers across our entire client base and play a critical role in protecting and strengthening customer relationships during key moments. You’ll also serve as the voice of the customer internally, sharing insights and patterns that help improve our product, documentation, and overall customer experience.
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)
As an equal opportunity employer, HGS is dedicated to diversity, inclusivity and Equity. HGS does not discriminate on the basis of the race, ethnicity, religion, sex, national origin, age, veteran disability, or genetic information or any other reason prohibited by law in employment. We believe in the power of diversity to create an environment where every individual excels, and our diverse customer and colleague base is deeply understood.
