Headquarters: 5th Floor, Artemis Tower No. 3 Le Trong Tan, Khuong Mai, Thanh Xuan, Hanoi
URL: https://gemcommerce.com/
Address customer inquiries and issues by following established guidelines and protocols, escalating more complex issues as needed
Diagnose, troubleshoot and provide technical support to resolve customer’s issues related to the product or services via live chat
Utilize internal tools to conduct technical walkthroughs and demos to assist customers in navigating and following instructions to solve the issue and use the product efficiently
Document the case information & update the Product Knowledge base for both customers and internal teams
Identify opportunities for upselling or cross-selling based on customer needs and goals
Working time (UTC+7): Sunday to Thursday (09:00 PM – 06:00 AM) or Tuesday to Saturday (09:00 PM – 06:00 AM)
English: C1 level (CEFR) or equivalent to IELTS 7.0
At least one of the following criteria: a minimum of 1+ years’ experience with Shopify, HTML & CSS, UI/UX, or experience with page builder products or similar tools in SaaS/E-commerce.
This position is available for candidates working as product designers, web designers, web developers, etc. without customer support experience
Good CS Mindset/Skillset: the ability to calm & handle customers in difficult/urgent/critical situations, prioritize different customer support level
Excellent interpersonal skills and ability to develop relationships with all personality types.
Ability to evaluate, troubleshoot, and follow up on customer issues as well as replicate and document for further escalation.
Salary range: Negotiate
Professional product and Customer Success skillset training.
Working directly with foreign customers and colleagues, leverage your Business English Communication skills.
Work remotely
Learn product-thinking and customer-centric mindset.
Collaborative and supportive environment
Young and passionate colleagues
Professional and creative office view
Clear & Scientific Agile Framework on the whole company workflow & culture.
Deliver a top-notch customer experience which helps customers maximize their benefits
Become an expert with in-depth knowledge of world-class products and services
Own valuable customer relationships in one of the fastest thriving industries.
To apply: https://weworkremotely.com/remote-jobs/gemcommerce-customer-technical-support-associate-all-levels
