Technical Customer Success Associate (Remote)

GemCommerce is seeking a skilled and experienced Technical Customer Success Associate to join our growing team. In this remote role, you will provide technical support to our global corporate customers, ensuring timely ticket resolution and customer satisfaction. This position requires a strong technical aptitude, excellent communication skills, and a customer-centric approach.

Responsibilities:

• Address customer inquiries and resolve technical issues related to our products and services through live chat, following established guidelines and escalating complex issues as needed.
• Diagnose and troubleshoot customer problems, providing effective technical support.
• Utilize internal tools to conduct technical walkthroughs and product demos, guiding customers on how to use our products efficiently.
• Document case information and contribute to the Product Knowledge base for both internal teams and customers.
• Identify opportunities for upselling or cross-selling based on customer needs.

Qualifications:

• Excellent English communication skills (C1 level CEFR or equivalent to IELTS 7.0).
• Minimum of 1+ years of experience with at least one of the following: Shopify, HTML & CSS, UI/UX, or experience with page builder products or similar tools in SaaS/E-commerce.
• Backgrounds in product design, web design, or web development are welcome, even without prior customer support experience.
• Strong customer service mindset, including the ability to remain calm and professional in challenging situations.
• Excellent interpersonal skills and the ability to build rapport with diverse personalities.
• Strong analytical and problem-solving skills, with the ability to troubleshoot, replicate, and document customer issues.

Benefits:

• Competitive salary (negotiable).
• Professional training in product knowledge and customer success skills.
• Opportunity to work directly with international customers and colleagues, enhancing your business English communication skills.
• Remote work flexibility.

Why Join GemCommerce?

• Develop a product-thinking and customer-centric mindset.
• Work in a collaborative and supportive environment.
• Be part of a young and passionate team.
• Contribute to a positive and creative work environment.
• Experience a clear and structured Agile framework across the company.
• Make a real impact by delivering exceptional customer experiences.
• Become an expert in world-class products and services.
• Build valuable customer relationships in a thriving industry.

Working Hours:

• Sunday to Thursday (9:00 PM – 6:00 AM UTC+7) or
• Tuesday to Saturday (9:00 PM – 6:00 AM UTC+7)

Job Apply Link: https://gemcommerce.com/jobs/customer-success-associate-technical-based