[hcm] Senior Customer Support Executive

2 weeks ago

Ho Chi Minh City, Vietnam FireGroup Technology Full time

Description
- 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.

**Responsibilities**:

- Review cases taken by Outsource team to provide feedbacks, deliver documents/guidance/refresher training if needed and maintain excellent service level requirements.
- Test and troubleshoot difficult issues to determine a solution
- 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
- Contribute to building online help center - including writing, producing short videos, and other content formats in English
- Prepare and distribute support activity reports
- Communicate and coordinate with internal departments, to be the voice of the customer for future product roadmap and upgrades.
- In-charge of products from support side by attending product relevant meetings/groups and deliver training to whole team including Outsource team later
- Prepare testing knowledge based whenver a new version/feature is going to be released to make sure that every team members are fully aware of new version/feature
- Provide feedback on the efficiency of the customer support process, create/improve/deliver training when needed.

**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.
- At least 2 - 4 years working experience in Customer Service
- Healthy command of English (listening, reading, writing, reading)
- Have knowledge about e-commerce and B2B
- Have knowledge about content marketing is advancetaged
- Interpersonal, listening, problem solving, mentoring skills
- Critical thinking
- Strong written/verbal communication skills
- Stress tolerance
- Able to work during weekends and holidays

**Benefits**:

- Have the opportunity to work with overseas clients
- 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, candy.
- Happy events: kick-off, birthday, Moon party
- Technical seminar in the company
- Support for all sports activities: Football, Yoga,..
- Yearly company trip
- Salary raises or bonus by work performance per 12 months
- Premium PIT insurance package
- Premium annual health checkup package
- All insurances according to Vietnamese Labor law

**Salary**: 17,000,000₫ - 26,000,000₫ per month

Ability to commute/relocate:

- Thành phố Hồ Chí Minh: Reliably commute or planning to relocate before starting work (required)

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