Customer Technical Support Associate (Junior/ Middle)

Why we’re looking for you

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

You’ll do

1. Customer Success:

• Communicate with customers via a live chat platform to help them get familiar with the product or efficiently address customer inquiries and technical issues within established response times.
• Guide customers in understanding product features, benefits, and best practices to achieve their business goals.
• Monitor customer usage metrics and proactively engage with customers to ensure high adoption and satisfaction.
• Identify opportunities for upselling or cross-selling based on customer needs and goals.
• Collaborate with sales, product, and support teams to address customer feedback and enhance the overall experience.

2. Technical Support:

• Provide first-level and advanced technical support, resolving customer inquiries via live chat
• Diagnose, troubleshoot, and resolve technical issues related to the product or service.
• Document support cases and maintain an up-to-date knowledge base for both customers and internal teams.
• Escalate complex technical problems to relevant teams while maintaining clear communication with the customer.
• Conduct technical walkthroughs and demos to help customers navigate and utilize the product effectively.
• Working time (UTC+7):  Sunday to Thursday (09:00 PM - 06:00 AM) (UTC+7) or Tuesday to Saturday (09:00 PM – 06:00 AM)(UTC+7

You Have…

• Minimum 1+ years’ experience in Technical Support, preferably for page builder products or similar tools in SaaS/E-commerce
• 1+ years’ experience in common web languages: HTML, CSS, and JavaScript
• Master the JSON structure, Liquid code of Shopify
• Proficient understanding of client-side scripting and JavaScript frameworks, including jQuery
• Knowledge of the open-source system and Shopify platform is a plus.
• 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.