Customer Success Associate (Technical Based)

Why we’re looking for you

We are looking for an experienced Customer Success Associate in this high growth rate stage, who can work directly with our customers worldwide and provide technical support to corporate customers while ensuring ticket resolution and customer satisfaction.

You’ll do

• 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)

You Have…

• 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.

We offer

• 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 

Why you’ll love working here

• 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.