JOB DESCRIPTION
- Receive and handle customer technical complaints through the CRM tool used by support and success team.
- Test and troubleshoot difficult issues to determine a solution
- Figure out a solution/workaround, and guide customers with the assistance from customer support/success team to fix reported issues
- Able to provide remote support in difficult cases in order to fix problems quicker and/or dig further into the customer’s machine to have a better understanding of issues
- Direct requests and unresolved issues to the designated resource (Testers/Software Engineers/Product Development) and follow up until issues have been resolved completely or a workaround is provided.
- Contribute to building technical documents which can help support/success team to fix problems themselves as much as possible
- Prepare and distribute support activity reports
- Provide feedback on the efficiency of the customer support process, create/improve/deliver training when needed
REQUIREMENTS
- An enthusiastic, energetic, detail-oriented, and proactive person who works well in a fast-paced, dynamic team environment.
- Fresh graduate with an IT background.
- Learn quickly e-commerce platforms (Shopify/WooCommerce/BigCommerce) as well as knowledge and technical skills related to FireApps applications
- Experience in HTML5/CSS/JavaScript is a plus
- Basic written and reading English skills to communicate with the foreign support team when required and even customers directly to understand their requirements
- Interpersonal, and listening skills
- Data collection, sharing solutions and reporting facing issues to team and internal departments
- Stress tolerance
- Able to work during weekends and holidays
BENEFITS
- Join the dynamic, young, and friendly product team
- Have a stable career path
- Attractive salary, based on skill and experience
- 13-month bonus program
- Additional bonus performance-based bonus
- Regular technical & soft skill training
- Providing Free coffee, tea, and candy.
- Happy events: kick-off, birthday, Moon party
- Technical seminar in the company
- Support for all sports activities: Football, Badminton,…
- Monthly team bonding allowance
- Yearly company trip
- Salary raises or bonuses by work performance per 12 months
- Premium PIT insurance package
- Premium annual health checkup package
- All insurances according to Vietnamese Labor law
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