Position: Catalog Technical Support
Location: Remote – Downtown Toronto
Hours: Monday to Friday, 9am to 5pm EST
Job Type: 6-month contract with a potential for extension
Posting Type: Open vacancy
Our client is searching for a Catalog Technical Support to manage the technical marketplace retailers and be the main technical point of contact. This role sits within the Enterprise Technical Support team and is focused on maintaining the accuracy and quality of product catalog data while supporting the successful operation of retailer storefronts. You'll become the go-to expert on catalog systems, investigating technical issues, identifying root causes, and working cross-functionally to implement both immediate fixes and long-term improvements.
Beyond the technical aspects, you'll build strong relationships with retail partners by serving as a trusted advisor throughout onboarding and ongoing platform support. You'll monitor storefront performance, identify opportunities for optimization, and collaborate with internal teams to enhance the retailer experience, drive platform adoption, and support business growth. This role is ideal for someone who enjoys combining technical problem-solving with customer-facing relationship management.
Responsibilities:
- Support new retailers and their product catalogs onto their platform
- Review audit reports, ensuring accurate data, and resolving technical errors
- Technical support includes resolving technical errors on certain projects
- Verify and classify products that directly affect customer experience
- Assist with daily tasks and special projects to improve the speed to onboard retailers and internal process, working cross-functionally as needed
- Lead calls with retailers to onboard and resolve issues
- Collaborate with Product and Engineering teams
- Triage high volume of tickets effectively
- Perform storefront audits and quality assurance
Requirements:
- 2 to 3+ years working in customer-facing/technical account management and analytical/technical roles
- Experience in client service-facing roles preferred
- High level of organization and attention to detail
- Intermediate SQL experience required and knowledge in other programming languages are an asset
- Ability to translate technical concepts to non-technical audiences
- Proficient in Google Suite, JIRA, and Slack
