Position: Customer Support Freelancer

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Customer Support Freelancer
About Us
  • – Software as a service (SaaS) remains the largest market segment in the warp-speed digital transformation, and is forecast to grow to $104.7 billion in 2020. FireGroup would be honored to be a top-choice list of SaaS for the merchants on Shopify, the biggest e-commerce platform in the world, and we continuously keep expanding the line of products across multiple platforms along with all modern technology.
  • – Our mission is to become a leading SaaS solution provider with outstanding products that furnish and support customers in diverse industry sectors with the best-in-class services. Visit our websites:
  • – Handle and resolve customer inquiries via email, live chat. Facebook, or other online channels, remote meeting
  • – Obtain and evaluate all relevant information, test and troubleshoot issues to determine a solution (training or technical fix)
  • – Organize workflow and prioritize needs to meet and maintain excellent service level requirements
  • – Contact customers to receive positive feedback and convert into online reviews and testimonials
  • – Direct requests and unresolved issues to the designated resource (Technical Support/Testers/Software Engineers/Product Development) and follow-up until issues have been resolved completely or a workaround is provided.
  • – Assists customers with set-up and configuration, as well as thinking outside of the box to provide customers with the solutions that FireApps offers
  • – Records details of customer interactions, satisfactions and complaints.
  • – Communicate and coordinate with internal departments, to be the voice of the customer for future product roadmap and upgrades
  • – Able to work rotation per shift, with at least 3 shifts/week during day/night time, weekends and holidays. Choose from some of the shifts below:
    • + Night shifts: 6PM-10PM, 10PM-2AM, 2AM-6AM
    • + Day shifts: 7AM-11AM, 2PM-6PM
  • – An enthusiastic, energetic, sales oriented and proactive person who works well in a fast-paced, dynamic team environment.
  • – Tech-savvy and eager to learn about technology products
  • – Interpersonal, listening skills
  • – Strong English written/verbal communication skills
  • – Data collection and ordering
  • – Stress tolerance
  • – Have opportunity to work with overseas clients, mostly US, Canada and European countries
  • – Join the dynamic, young and friendly projects team who will happily assist you
  • – Attend products/troubleshooting training before working with clients directly
  • – Practice and improve softskill, communication skill, and a chance to be full-time employee in the future
  • – Additional bonus performance-based monthly
  • – Please send us your wonderful resume to
  • – Should you need any further information, kindly please contact us via (+84)28 2229 9989
  • – Visit FireGroup’s website to know more about our life, culture: