Technical Customer Support Specialist (Remote | Night Shift)

Key Responsibilities:Account Management & New customer onboarding :Participate in kick-off meetings with new clients and serve as the primary contact during the post-sales stage.Build and maintain detailed customer profiles.Develop and strictly follow an implementation plan, collaborating with stakeholders to ensure smooth execution.Provide product training and actively support new clients through the onboarding process to optimize the value our product offers them.Identify opportunities for upselling and cross-selling.Customer Experience & Satisfaction:Promptly address and resolve customer issues, maintaining high satisfaction standards.Work closely with sales, product, and technical teams to ensure a cohesive approach to client issues and needs.Continuously improve the onboarding process, enhance the overall customer experience, and foster loyalty.Reporting & Analytics:Regularly report on account status, including challenges, successes, and opportunities, to internal stakeholders.Utilize CRM software and data analytics tools to track and analyze customer interactions and trendRequirements:Bachelor’s degree in Business Administration, Sales, Marketing, or related field.Minimum 3 years of experience in account management, implementation, technical customer support or related fields.Familiarity with POS system, CRM tools, and eCommerce platforms (e.g., WordPress, Shopify).Fluency in English and familiarity with North American business culture.Exceptional interpersonal, communication, and problem solving skills.Strong organizational skills and logical thinking.Wordpress experience is not necessary, but is preferred.Outstanding presentation and public speaking skills.Ability to work effectively and collaboratively cross functionsProven ability to identify and capitalize on client opportunities within an account management context.Strategic thinking and adaptability in a dynamic environment.Availability to work permanently in Pacific Standard or Eastern Standard time zones (approximately 11pm - 7am Vietnam time)Offered: Competitive salary with commission and bonuses.Overnight pay premiumOpportunities for professional growth and career advancement within the company.Chance to work in an international team and professional working environmentSupportive team environment with a focus on shared success.Office allowance and free drinks (coffee, tea, snack …)Premium health insurance packageVacation leave up to 22 days per yearFree English class for everyone 2 lessons per week13th-month salary bonus