Remote Customer Technical Support Associate (All Levels) at GemCommerce
Why We Need You
We are seeking a skilled Customer Success Associate to join our team during this exciting phase of rapid growth. You will work directly with our global customers, offering technical support to corporate clients, ensuring timely ticket resolution, and maintaining high customer satisfaction.
Your Responsibilities
- Respond to customer inquiries and resolve issues by adhering to established guidelines, escalating more complex cases when necessary.
- Diagnose, troubleshoot, and provide technical support to resolve customer issues related to products or services via live chat.
- Use internal tools to conduct technical walkthroughs and demos, guiding customers to solve issues and use products effectively.
- Document case details and 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 hours (UTC+7): Sunday to Thursday (09:00 PM - 06:00 AM) or Tuesday to Saturday (09:00 PM – 06:00 AM).
What You Bring…
- English proficiency at C1 level (CEFR) or equivalent to IELTS 7.0.
- At least 1+ years of experience with Shopify, HTML & CSS, UI/UX, or experience with page builder products or similar tools in SaaS/E-commerce.
- This role is open to candidates with backgrounds in product design, web design, web development, etc., even without prior customer support experience.
- Strong customer service mindset: ability to handle difficult, urgent, or critical situations calmly and prioritize customer support levels effectively.
- Excellent interpersonal skills and the ability to build relationships with diverse personalities.
- Ability to evaluate, troubleshoot, and follow up on customer issues, as well as replicate and document them for further escalation.
What We Offer
- Competitive salary: Negotiable.
- Professional training in product knowledge and Customer Success skills.
- Opportunity to work directly with international customers and colleagues, enhancing your Business English communication skills.
- Remote work flexibility.
Why You’ll Love Working With Us
- Develop a product-thinking and customer-centric mindset.
- Collaborative and supportive work environment.
- Work alongside young, passionate colleagues.
- Professional and creative office space.
- Clear and scientific Agile Framework for company workflow and culture.
- Deliver exceptional customer experiences that help clients maximize their benefits.
- Gain in-depth expertise in world-class products and services.
- Build valuable customer relationships in one of the fastest-growing industries.