As a Support Specialist at Shopify, my job is to provide best-in-class support to Shopify merchants globally through: * effective onboarding for new merchants,* tailored business coaching for all merchants,* identifying churn risks in existing merchants and providing retention support, providing technical product knowledge and troubleshooting platform issues* exploring merchant growth opportunities in areas such as digital marketing strategies and strategic website improvements to drive improvements in key performance indicators such as traffic and conversion* identifying appropriate third-party solutions to add to merchant tech stacks within the platform,the deep understanding of the different cultural nuances when dealing with merchants from different regions, to effectively communicate ideas and solutions.Internally, my role involves:* coordinating with internal teams (technical support, merchant taxes, billing, payments, markets, retail POS, and more) to advocate for our merchants and solve their complex issues,* consistently exceeding KPIs that measure productivity, QA metrics that measure quality of interactions, and impact expectations that measure my impact at the micro and macro levels,* supporting my team members to continue achieving high impact goals,* contributing to my craft by mentoring, training. and participating in professional development projects within and across teams

Responsible for the operation of Australian local e-commerce platforms: Amazon, Catch, Kogan, MydealInventory and international supplier order managementMonitor web analytics and internal data sources, provide regular feedback on sales trendsResponding to online queries via email, webchat and phoneResolving returns and warranty inquiriesEnsuring a high level of chat ratings, customer reviews and customer engagement

1. Identify and gain new business through a sustained program of cold calling and follow up of referrals/leads and keeping abreast of competitor’s sales strategies2. Establish and maintain call cycle to ensure regular contact with clients3. Work with our marketing team to improve our interactions with our clients4. Identify market opportunities and set goals within categories and establish strategies5. Making property revenue analysis