Job Description

  • Provide timely and professional support to customers via live chat and email in English.
  • Assist customers in setting up, configuring, and effectively using our Shopify Apps.
  • Troubleshoot technical and functional issues, identify root causes, and provide appropriate solutions or workarounds.
  • Gather necessary information, reproduce reported issues, and escalate complex cases to the Development team when required.
  • Coordinate with Product and Development teams to ensure customer issues are resolved accurately and efficiently.
  • Keep customers informed throughout the support process by providing clear updates on the progress and resolution of their requests.
  • Advise customers on best practices and solutions when using Shopify, eCommerce, and our products.
  • Document common issues, solutions, and feature requests to help improve internal knowledge bases and support documentation.
  • Participate in product training, knowledge-sharing sessions, and continuous learning activities.
  • Perform other tasks assigned by the team or manager when necessary.

 

Requirements

  • Available to work remote overnight and weekend shifts (UTC+7) according to the team’s weekly schedule. Shift assignments may be adjusted based on operational requirements.
  • Minimum commitment of 25 hours per week.
  • Strong English communication skills (IELTS 6.5+ or equivalent preferred), with the ability to communicate clearly, professionally, and empathetically with international customers.
  • Ability to communicate technical concepts to non-technical customers in a clear and easy-to-understand manner.
  • Proficient in leveraging AI tools to optimize productivity and streamline workflows.
  • Strong analytical and problem-solving skills, with the ability to investigate technical issues independently and identify root causes.
  • Responsible, detail-oriented, proactive, and capable of managing time effectively in a remote working environment.
  • Quick learner with a willingness to explore new technologies, software products, and technical documentation.
  • Basic knowledge of HTML/CSS.
  • Familiarity with JavaScript, browser Developer Tools (Inspect Element, Console, Network), APIs is a plus.

Nice to Have

  • Previous experience in Customer Support, Technical Support, Customer Success, or the Technology/eCommerce industry is an advantage.
  • Experience with Shopify, Magento, or customer support platforms such as Crisp, Zendesk, or Intercom is a plus.

 

Benefits

  • Salary: 80,000 VND/hour.
  • 100% remote working environment.
  • Hands-on experience working with global eCommerce platforms and international merchants.
  • Improve your English through daily communication with customers worldwide.
  • Continuous product and technical training.
  • Work in a young, supportive, and knowledge-driven team.
  • Opportunity to become a full-time employee based on performance and business needs.