Global Customer Support Collaborator

About PageFly

PageFly is the #1 page builder for Shopify. With an increasing number of customers, we are looking to expand our remote customer support team.

About the job

Is this an online job?

Yes, the work is 100% online

How is the online support organized?

The support is provided in English. Our main roles are

Helping customers to utilize built-in PageFly editing
Helping customers with custom CSS/JS code

Depending on the company's requirement, the support service can be provided via live chat, phone call, video call,... under company’s cost.
Regular product usage issues, including tech-related questions, will be handled by the Front-line team.
If the issue requires in-app updates to fix, Support team will transfer those tickets to the Technical support team to handle.
From time to time, the Employer may also add other duties within the reasonable scope of the Employee’s work.

Requirements & Responsibilities

Requirements

Requirements	Why?
Empathy & Patience	Whatever work you do, always keep customers in mind. Feel their pain & struggle. Dealing with lots of unhappy people can drag you down, so keep your spirit up. Stay patient with the customers and yourself.
Self management, multitasking skills & ability to work under pressure	You will need to deal with multiple support requests at the same time and need to provide an equal level of support for every request.
Communication skill	You will need to be able to clearly communicate your idea and understand customer's questions. As we are an open environment, it's highly recommended to share your thoughts, opinions and suggestions in order to improve our workflow
Proficiency in English reading, writing and speaking	Our customers are mainly from English speaking countries and it’s crucial to provide native-level communication.
Hardworking	This job is not going to be an easy ride.

Responsibilities

Responsibilities	Description
Handle different cases related to app-usage	Handle page creating / editing cases Fix visual issues via HTML / CSS code Solve Shopify theme conflicts issue Solve the integration issue with 3rd-party services Add the custom code to fix bugs Refine the page layout/styling and optimize the page …
Educate users	Fix problems for users for the first time and educate them on how to fix similar issues in future via video.
Give feedback	Give feedback about the product constantly based on the insight gained during support work.
Keep communication	Keep daily communication with the team members.
Confidentiality	As an Employee, you will have access to confidential information that is the property of the Employer. You are not permitted to disclose this information outside of the Company. Following our Privacy Policy, it’s strictly prohibited to expose our customers’ personal information, as well as offer them outsource service without company’s consent.

Important note:

As a Remote Customer Support Operator, it is the duty of the Employee to perform all essential job functions as stated. From time to time, the Employer may also add other duties within the reasonable scope of the Employee’s work.

Working hours

Support team is working based on shifts covering 24/7, with duration of 3 hours per shift.

02:00 AM - 05:00 AM
05:00 AM - 08:00 AM
08:00 AM - 11:00 AM
11:00 AM - 02:00 PM
02:00 PM - 05:00 PM (Saturday & Sunday only)
05:00 PM - 08:00 PM
08:00 PM - 11:00 PM
11:00 PM - 02:00 AM

At the moment, we are recruiting operators in the following shifts:

05:00 PM - 08:00 PM
08:00 PM - 11:00 PM
11:00 PM - 02:00 AM
02:00 AM - 05:00 AM

Note that our time zone is GMT+7 - Indochina time zone, which means the time can be different in your time zone.

Check the corresponding time in your timezone with this tool: https://www.thetimezoneconverter.com/

You will need to apply for at least 21 hours per week to be qualified.

Benefits

Salary

Salary for Front-line support operators starts from $3.25 USD per hour, which equals to $9.75 USD per 3-hour shift.

Note

You can only apply for a Junior Technical role once you have worked in Front-line position for at least 6 months, and pass the quiz for Junior Technical role
The salary raise will be considered every 1-year period.

Payment

Payment will be made via Paypal.

Bonus

Every month, there are multiple bonuses for top performing operators (based on review, performance, seniority, etc).

Other benefits

Understand the customers insight & market in eCommerce
Improve web development skills

Penalty

It’s essential for the Employee to handle the duties at the highest quality possible. Any employee with intentional or unintentional low performance which results in harm to the company will be penalized (cause bad reviews, working performance affecting team overall support performance, etc).

The penalty includes reduction in performance, salary, or termination of contract in severe repetitive cases.

Training procedure

Training Program

The first step is to take the Training program.

This program is self-training which means you will have to figure out on your own based on the given material.
The program will take a maximum of 01 month depending on your existing background knowledge and skill. If you are skillful enough to skip some of the training modules, feel free to discuss.

Start Official Working Period

Once you pass the training program, you will start working officially as a Support operator (collaborator).

Include these in your application

A cover letter that tells us why you are interested in the job and why we should work with you.
The portfolio that shows at least 2 projects you have done.
Your resumé or CV

Apply now