Digital Support Assistant (Remote)

About us
Founded in 2006 & began developing Magento solutions in 2007, On Tap has become the UK's longest-serving official Magento Solutions Partner. With years of experience, we've mastered what makes a great eCommerce site and expanded our expertise to platforms like Shopware, Shopify, and BigCommerce, while maintaining our focus on eCommerce.
Today, we provide white label services to an ever-growing number of development agencies, helping them deliver projects, increase revenue, and stay competitive. Our products division includes Aitoc, which supports a wide range of Magento/Adobe Commerce modules, and AuditIQ, a 24/7 assistant that ensures websites are secure, updated, and optimized across leading eCommerce platforms.
We're seeking a highly motivated and detail-oriented individual to provide remote administrative and support ticket assistance during the night hours in the UK. This role is very crucial in ensuring the smooth 24/7 functioning of our business.
As a Digital Support Assistant, you will
Customer Support (Ticket Management):
Monitor and respond to customer support tickets in a timely manner.
Resolve routine inquiries across various channels or escalate more complex issues to the appropriate team.
Ensure clear and professional communication with customers in written English.
Administrative Support: Perform general administrative tasks such as data entry, data processing, and data analysis.
Process Management: Follow and execute defined workflows, ensuring consistency and accuracy.
Coordination: Collaborate with the team to ensure smooth handover and continuity of tasks between shifts.