Technical Support Intern

Etaps is an AI-driven platform designed to enhance online retail operations by integrating intelligent automation throughout the eCommerce lifecycle. The platform streamlines customer engagement, marketing automation, inventory management, and fulfillment processes, enabling businesses to operate more efficiently. By leveraging machine learning, Etaps analyzes customer behavior to deliver personalized shopping experiences, targeted recommendations, and tailored marketing campaigns. The platform also offers advanced chatbot support, robust product information management, and comprehensive analytics on sales trends and customer demographics. It integrates seamlessly with multiple eCommerce platforms and supports features such as automated email and social media marketing, demand forecasting, and returns management to optimize overall performance and reduce costs.

The Technical Support Intern role at Etaps is a full-time, on-site position based in Lahore. The intern will play a critical role in assisting users and clients by responding to support tickets, emails, and live queries, ensuring timely and accurate resolution of technical issues. This position offers hands-on experience in diagnosing and troubleshooting software and integration problems, as well as collaborating closely with various teams to maintain high customer satisfaction and service quality.

Key Responsibilities
- Respond promptly to support tickets, emails, and live queries from users and clients.
- Diagnose and troubleshoot software and integration issues, collecting necessary logs and screenshots.
- Escalate complex technical problems to senior team members when required.
- Document recurring issues and contribute to updating knowledge base articles.
- Provide feedback to the product team regarding user experience and system performance.
- Collaborate with customer support and engineering teams to ensure consistent service quality.
- Maintain clear and empathetic communication with customers to uphold high satisfaction levels.

Required Qualifications
- Ability to provide effective technical support and troubleshoot software and platform-related issues.
- Strong customer support orientation with a commitment to customer satisfaction.
- Solid analytical skills to investigate issues, interpret data, and identify root causes and patterns.
- Pursuing or recently completed a degree in Computer Science, Information Technology, Engineering, or a related field.
- Comfortable working in a fast-paced environment and collaborating with cross-functional teams on-site in Lahore.
- Good written and spoken English skills; familiarity with documentation and ticketing systems is advantageous.
- Willingness to learn, attention to detail, and a proactive approach to problem-solving.

Preferred Qualifications and Benefits
- Basic understanding of web applications, cloud-based tools, or eCommerce platforms is preferred.
- Opportunity to gain practical experience in a cutting-edge AI-driven eCommerce platform.
- Exposure to cross-functional teamwork involving customer support, engineering, and product teams.
- Development of technical troubleshooting and customer communication skills in a dynamic work environment.

This internship offers a valuable opportunity to develop technical support expertise while contributing to the success of an innovative AI platform in the eCommerce sector.