Technical Customer Support Representative for a Shopify app

Headquarters: Hong Kong
URL: https://froonze.com


This is a technical role. If you don’t possess basic HTML/CSS/JS skills, please do not apply.
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We are a small team of four people who have been building tools for Shopify merchants for four years. We’ve been growing steadily and have now reached a point where we need our second customer support representative.
We take customer support very seriously, as evidenced by our app’s excellent rating. Now we are ready to take our customer support to an even higher level.
Your main responsibility will be communicating with customers and helping them solve technical issues. But you will also have the opportunity to try yourself in other aspects of the business. Initiative is always welcome here. It’s easy to carve out your own new role if it brings value to the company.
Besides customer support tasks, we are currently in urgent need of people who:

Can research and write excellent technical articles
Have Reddit marketing experience
Have in-depth SEO knowledge and experience
Have basic video production skills to produce technical screencasts
Have a good eye for design and can potentially design web pages and illustrations

If you are good at any of the above, please let us know in your application and include relevant samples.
Some of the most important duties:

Communicating with customers via live chat or email and resolving any problems they have
Continuously learning about the features of our app and the broader Shopify ecosystem to better assist customers
Summarizing product feedback from merchants and suggesting new ideas for product improvements
Performing manual app tests for new feature releases
Handling some non-CS tasks (e.g., researching tools, writing blog posts, creating mockups). These tasks will be assigned based on your natural abilities and interests.

Must have:

Knowledge of basic HTML/CSS/JS and a willingness to learn more if needed
Superb written and verbal communication skills
Enjoy talking to people and solving their problems
Ability to handle “hard” customers (we have very few of those though )
Proficiency in discussing technical concepts at a high level
Ability and willingness to write technical documentation/articles
Willingness to perform non-CS tasks (we are a small startup and we all wear multiple hats)
Willingness to have at least a 4-hour overlap with GMT+7, between 9am–6pm

Nice to have:

Experience working with Shopify, especially in theme development/customization
Experience working with B2B SaaS
Additional languages (especially French, Spanish, and Italian)
Any other skills useful in a startup (e.g., marketing, SEO, video editing, etc.)

Salary:
NegotiableApply:
https://forms.gle/RBHkDmY75KXTRPB88

To apply: https://weworkremotely.com/remote-jobs/froonze-technical-customer-support-representative-for-a-shopify-app-1