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Customer Technical Support Associate (All Levels) ID-7212

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.
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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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