IT-Support Specialist

As our **Technical Specialist**, you will support students across all technical aspects of launching and maintaining their e-commerce businesses. You’ll handle **Shopify setup, theme debugging, DNS configuration, Google Workspace (G Suite) setup, Google Merchant Center compliance, and Google Ads integrations**. You will provide highly detailed, clear, and professional technical guidance—both in writing and on live calls. You should be extremely comfortable screen-sharing, conducting remote access troubleshooting, and maintaining a formal, polished communication style. This role is student-facing and requires **excellent spoken and written English**, strong problem-solving abilities, and the capacity to engage and support students in a calm, confident, structured manner. **EST availability is required**, as most of our students are based in North America. --- # **Key Responsibilities** - Provide day-to-day technical support for students on: - Shopify store setup and configuration - Theme debugging, liquid/CSS troubleshooting, UI issues - DNS setup across major registrars (GoDaddy, Namecheap, Cloudflare, Network Solutions, etc.) - Google Workspace (G Suite) setup, MX records, domain verification - GMC account creation, verification, feed diagnostics, and policy compliance - Google Ads account linking and basic troubleshooting - Conduct live video calls, screen-shares, and remote access sessions as needed. - Write clear, structured instructions and maintain a consistent formal tone in all communication. - Troubleshoot Shopify errors, theme conflicts, broken scripts, pixel issues, and third-party integration problems. - Assist with domain verification, site tagging, and product approval processes on GMC. - Escalate complex issues to internal experts when required while maintaining ownership of communication with the student. - Document recurring issues and contribute to improving SOPs, internal guides, and troubleshooting workflows. - Maintain high responsiveness across Slack and Intercom ticketing systems, and student communication channels. - Ensure all interactions align with Highticket.io’s standards for professionalism, clarity, and student experience. --- # **Required Qualifications & Skills** - 2+ years of experience in a technical support, Shopify specialist, or IT support role. - Proven proficiency with: - Shopify theme debugging, theme settings, and structural problem-solving - DNS, MX, TXT, CNAME, SPF, DKIM configuration across major registrars - Google Workspace (G Suite) setup and troubleshooting - Google Merchant Center verification, tagging, feeds, and basic disapprovals - Google Ads linking and tracking integrations - Strong understanding of e-commerce fundamentals and common merchant compliance issues. - Excellent written and spoken English with the ability to maintain a **formal and professional tone** consistently. - Comfortable leading live calls, providing step-by-step guidance, and working directly with non-technical users. - Highly responsive, patient, and engaging with strong ownership and problem-solving abilities. - Ability to follow SOPs precisely while also contributing improvements to workflow documentation. - Required: Must be available during **EST working hours**. Work Schedule & Tools - Saturday-Wednesday **EST timezone** (some flexibility around core hours). - Fully remote. - Tools used: Shopify, Google Workspace, Google Ads, Google Merchant Center, Cloudflare, GoDaddy, Zoom/Google Meet, Slack, Notion, Intercom internal ticketing systems such as Slack and Intercom - A stable internet connection, a quiet working environment, and a clear microphone and webcam are required for calls, screen-shares, and remote-access sessions. - All required training, SOPs, and internal tools will be provided—bring your technical expertise and communication skills.