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

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