Duration of employment
FULLTIME
Industry
E-commerce
Job Location
Tầng 22, tòa nhà Flemington, 182 Lê Đại Hành, P.15, Q11, TP. HCM
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Position: Customer Support Executive

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Position
Customer Support Executive
About us
  • – Established in 2016, FireGroup Technology JSC is a tech company that specializes in web-app solutions for running the business on e-commerce platforms. FireGroup has now become the leading web-app provider, especially on both Shopify and AliExpress platforms.
  • – Our mission is to solve challenges & problems in the global E-commerce market by using technologies. We are looking for new members who dare to think big and grow bigger.
  • – Software as a service (SaaS) remains the largest market segment in the warp-speed digital transformation and is forecast to grow to $104.7 billion in 2020. FireApps would be honored to be a top-choice list of SaaS for the merchants on Shopify, the biggest e-commerce platform in the world, and we continuously keep expanding the line of products across multiple platforms along with all modern technology. Our mission is to become a leading SaaS solution provider with outstanding products that furnish and support customers in diverse industry sectors with best-in-class services.
Responsibilities
  • – Handle and resolve customer inquiries via email, live chat. Facebook, or other online channels, remote meeting
  • – Obtain and evaluate all relevant information, test and troubleshoot issues to determine a solution (training or technical fix)
  • – Organize workflow and prioritize needs to meet and maintain excellent service level requirements
  • – Contact customers to receive positive feedback and convert into online reviews and testimonials
  • – Direct requests and unresolved issues to the designated resource (Technical Support/Testers/Software Engineers/Product Development) and follow-up until issues have been resolved completely or a workaround is provided.
  • – Assists customers with set-up and configuration, as well as thinking outside of the box to provide customers with the solutions that FireApps offers
  • – Records details of customer interactions, satisfactions and complaints.
  • – Communicate and coordinate with internal departments, to be the voice of the customer for future product roadmap and upgrades.
Qualifications
  • – An enthusiastic, energetic, detail oriented and proactive person who works well in a fast-paced, dynamic team environment.
  • – Tech-savvy and eager to learn about technology products
  • – Learn quickly and are passionate about helping others.
  • – Educated to degree level or equivalent
  • – Experience in Customer Service or the same field
  • – Healthy command of English (listening, reading, writing, reading)
  • – Interpersonal, listening skills
  • – Strong written/verbal communication skills
  • – Data collection and ordering
  • – Stress tolerance
  • – Able to work during weekends and holidays
Benefits
  • – Have opportunity to work with overseas clients, mostly US, Canada and European countries
  • – Join the dynamic, young and friendly project team
  • – Attend products/technical training before working with clients directly
  • – Possible career path with many opening roles within company
  • + Customer Support/Customer Success Executive
  • + Switching to the technical field as Associate Product Manager
  • + Exploring other fields: Marketing (Content, Digital), Tester/QC, etc.
  • – Attractive salary based on skill and experience
  • – Annual salary review
  • – Additional bonus performance-based bonus in addition to 13-month bonus
  • – All insurances according to Vietnamese Labor law
  • – Free coffee, tea, candy.
  • – Happy events: kick off, birthday, moon party
  • – Technical seminars in the company
  • – Support for all sports activities: Football, Yoga, Badminton
  • – Company trip in every summer, annual year-end party, team building
Contacts
Please send your CV to [email protected] or contact us via (028) 222-999-89