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Rene E. — Mid-Level eCommerce Technical Support Specialist from El Salvador

Rene E.

Mid-Level eCommerce Technical Support Specialist

El Salvador 6+ years
Open to offersNew to Platform
Languages
EnglishSpanish
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About

Rene C. is a seasoned Technical Support Representative at BigCommerce, based in San Salvador, El Salvador. Since April 2026, he has expertly managed inbound customer support requests across phone, chat, and email for merchants using a leading eCommerce SaaS platform. He is proficient in troubleshooting technical issues, coordinating escalations via Jira, and ensuring resolutions while meeting SLA targets. Prior to this, Rene honed his expertise as an Ecommerce Customer Experience professional at Koin Limited, providing high-volume support and managing order-related issues using platforms like Shopify and Gorgias. He also served as a Customer Support Specialist at Blackhawk Network, addressing issues related to prepaid and digital gift cards. Between 2021 and 2022, Rene coordinated logistics at Truckport Express, managing dispatch operations and improving process efficiencies. His robust toolset includes Zendesk, NetSuite CRM, and Smartsheet. Rene's educational background includes a focus on digital marketing, strategy, and eCommerce.

Experience

  • Technical Support Representative

    BigCommerce · 2026 — Present
    Manage inbound customer support requests through phone, chat, and email for merchants utilizing a prominent eCommerce SaaS platform. Troubleshoot technical issues and drive cases to resolution while adhering to established SLA targets. Coordinate escalations via Jira, working in collaboration with Senior Support and Product Support Engineering to prioritize complex issues and provide complete case context for timely resolutions. Maintain accurate case documentation and support records, delivering clear troubleshooting steps to merchants to ensure a consistent customer experience.

  • Ecommerce Customer Experience

    Koin Limited · 2025 — 2026
    Oversee high-volume customer support through email, chat, and social media for a UK-based eCommerce entity. Assist merchants and customers with queries regarding orders, payments, refunds, cancellations, and account management while guiding cases from intake to resolution. Process chargebacks, transaction disputes, and order adjustments utilizing Shopify, Gorgias, and NetSuite CRM, while troubleshooting order issues and ensuring precise case documentation. Develop and maintain SOPs, document support workflows, and collaborate with teams to refine processes and minimize recurring ticket volume.

  • Customer Support Specialist

    Blackhawk Network · 2023 — 2025
    Address high-volume customer support inquiries through email, phone, and chat regarding prepaid and digital gift card eCommerce programs. Manage cases from initial contact through resolution while consistently meeting SLA targets. Resolve issues related to transaction disputes, unauthorized charges, and account discrepancies by troubleshooting and coordinating with internal teams and merchants to ensure timely resolutions within well-documented case management. Maintain accurate customer interaction records in Zendesk and SharePoint while adhering to data protection standards to provide a high-quality customer experience.

  • Logistics Coordinator

    Truckport Express · 2021 — 2022
    Coordinate daily dispatch operations for drivers, overseeing service requests and prioritizing workloads. Assign routes and monitor real-time shipments using Smartsheet to guarantee timely service delivery. Investigate and resolve service issues, missed deliveries, and operational escalations through collaboration with drivers, customers, and internal teams to ensure service continuity and effective communication. Generate compliance and performance reports, maintain precise service documentation, and support ongoing process improvements to enhance workflow efficiency across cross-functional teams.