GemCommerce
GemCommerce is a leading full-service web design and development agency specializing in empowering businesses on the Shopify platform. Since 2016, we have been transforming the e-commerce landscape with innovative solutions, including custom development, store setup, platform migration, webmaster services, social media management, and e-commerce app development.
Our mission is to enhance customer experiences and drive sales growth by providing cutting-edge storefront platforms. We are committed to simplifying e-commerce operations for brand owners, increasing efficiency, and helping businesses stay ahead in the competitive digital marketplace.
Why We’re Hiring
We are looking for an experienced Customer Technical Support Associate to join our team during this high-growth phase. In this remote role, you will provide technical support to corporate customers worldwide, ensuring ticket resolution and customer satisfaction.
Responsibilities
- Address customer inquiries following established protocols, escalating complex issues as needed.
- Diagnose, troubleshoot, and resolve technical issues related to our products and services via live chat.
- Conduct technical walkthroughs and demos using internal tools to guide customers effectively.
- Document case details and update the Product Knowledge Base for customers and internal teams.
- Identify upselling or cross-selling opportunities based on customer needs.
Working Hours (UTC+7)
- Sunday to Thursday (9:00 PM – 6:00 AM)
- Tuesday to Saturday (9:00 PM – 6:00 AM)
Qualifications
- Fluent English (C1 level CEFR or equivalent to IELTS 7.0).
- At least 1+ years of experience in Shopify, HTML & CSS, UI/UX, or page builder products in SaaS/e-commerce.
- Open to candidates with experience in web design, web development, or product design, even without prior customer support experience.
- Strong customer service mindset with the ability to handle critical situations effectively.
- Excellent troubleshooting, problem-solving, and interpersonal skills.
What We Offer
- Competitive salary (negotiable).
- Professional product and customer success training.
- Remote work opportunity.
- Direct collaboration with international customers and colleagues, enhancing your business English communication skills.
Why You’ll Love Working Here
- Learn a customer-centric mindset and product-thinking approach.
- Join a collaborative, supportive, and passionate team.
- Work in a structured Agile framework with clear workflows.
- Gain expertise in world-class e-commerce products and services.
- Develop valuable customer relationships in a fast-growing industry.
🚀 Apply Now & Start Your Dream Job!
