Customer Technical Support Associate (All Levels)

Posted 8 days ago

1563 Applicants

GemCommerce, a pioneering full-service web design and development agency, specializes in empowering businesses on the Shopify platform. Since our inception in 2016, we have dedicated ourselves to revolutionizing the e-commerce landscape. Our comprehensive suite of services includes building innovative e-commerce apps, custom development tailored to e-commerce businesses, store setup, platform migration, webmaster services, and social media management for a global clientele.At the heart of GemCommerce is our unwavering commitment to boosting online sales for our clients. We design each of our apps with a dual purpose: to enhance the shopping experience for consumers and to elevate sales for merchants. Our approach to e-commerce is focused on making it more accessible, efficient, and effective. This philosophy extends to our custom design and development projects, all aimed at fostering business growth for our clients.Vision: To Empower the E-commerce Experience.Mission: To build comprehensive storefront platforms that enhance customer experiences and drive sales growth.GemCommerce has been developed as an ecosystem encompassing a variety of products and services designed to simplify the lives of brand owners and their teams, thereby boosting productivity and efficiency. Our goal is to provide solutions that not only meet the current needs of e-commerce businesses but also anticipate future challenges, ensuring our clients stay ahead in a competitive digital marketplace.

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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.