Customer Technical Support

1 week ago


Ho Chi Minh City, Ho Chi Minh, Vietnam Epsilo Full time $15,000 - $30,000 per year

Epsilo in a nutshell

  • We develop a closed-loop platform empowering brands and agencies to stay on top of the market trends, monitor digital shelf, automate campaigns, and leverage operational insights for digital commerce growth.
  • Our platform serves a varied client including leaders, operators, and scientists in media, marketing, and e-commerce teams across brands, digital agencies, e-commerce enablers, and marketplaces, facilitating efficient revenue generation on Retail Media Network, a $100B category that will dominate the digital advertising for a decade.
  • We earn a track record of facilitating over $3 billion in GMV, optimizing more than $200 million in media spend, and catering to clients in over 10 countries worldwide.
  • Recognized in Gartner's Market Guide for Digital Shelf Analytics alongside 15 other leading global SaaS companies from the US, Europe, and India.
  • Our aspiration is to develop a Positional Software that simply change the way that advertisers gather insights and make decisions. A combination of Notion and The Trade Desk.

We may fit those who (want to)

  • Challenge the status quo and have the "yes if" mindset.
  • Believe strongly that you can build product and service to make an impact at global scale.
  • Eventually participate in shaping our product and company strategy.
  • Debate and be listened.

You will do

  • Respond promptly when clients reach out via established support channels (Live chat/ Email/ IM applications). You'll work with clients to address the full resolution of issues they have related to product navigation, feature usage, and technical issues
  • Quickly identify the situation and take necessary steps to gather details then escalate to related teams
  • Create and update ticket status to Customer Support Tracker accurately and consistently. Follow up and keep customers posted until all queries resolved
  • Establish and maintain good rapport with clients by using positive language and anticipating their needs
  • Work with internal teams including Customer Success, Performance Management, and product QC to deliver customer-focused solutions
  • Achieve customer satisfaction target and other key metrics to reach a high level of service
  • Other technical support tasks assigned by the line Manager

Who you are

  • Fine English written skills, a great listener, and can communicate your observations well through words (Chat and Email)
  • Ability to multi-task, prioritize, and manage time effectively
  • Dependable and hold yourself accountable to your job expectations and deliverables
  • Proactive, self-starter, and passionate about customer service
  • Potential candidates are expected to be willing to work in flexible hours/ public holidays since our clients are mostly based abroad (Normal working days: Monday – Friday, 9:00 AM - 6:30 PM)
  • Experience in customer support in the SaaS industry or a start-up environment, E-commerce are plus
  • Practical experience with helpdesk software (Intercom) and CRM software


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