About us
We’re seeking a highly motivated and detail- oriented individual to provide remote administrative and support ticket assistance during the night hours in the UK. This role is very crucial in ensuring the smooth 24/7 functioning of our business.
Founded in 2006 & began developing Magento solutions in 2007, On Tap has become the UK’s longest- serving official Magento Solutions Partner. With years of experience, we’ve mastered what makes a great eCommerce site and expanded our expertise to platforms like Shopware, Shopify, and BigCommerce, while maintaining our focus on eCommerce.
Today, we provide white label services to an ever- growing number of development agencies, helping them deliver projects, increase revenue, and stay competitive. Our products division includes Aitoc, which supports a wide range of Magento/Adobe Commerce modules, and AuditIQ, a 24/7 assistant that ensures websites are secure, updated, and optimized across leading eCommerce platforms.
As a Digital Support Assistant, you will
Customer Support (Ticket Management):
Monitor and respond to customer support tickets in a timely manner.
Ensure clear and professional communication with customers in written English.
Resolve routine inquiries across various channels or escalate more complex issues to the appropriate team.
Process Management: Follow and execute defined workflows, ensuring consistency and accuracy.
Coordination: Collaborate with the team to ensure smooth handover and continuity of tasks between shifts.
Administrative Support: Perform general administrative tasks such as data entry, data processing, and data analysis.
Join us, if you have
Reliable and Responsible: Ability to work independently, manage time effectively, and meet deadlines.
Fluency in English – especially written English (IELTS 6.5 or equivalent).
Tech- Savvy: Familiar with helpdesk platforms, Jira, and eCommerce platforms.
Service mindset: A proactive, customer- focused attitude with a commitment to providing exceptional support and service.
Flexible and Adaptable: Willingness to learn new systems and adapt to changes in processes as the business evolves.
Detail- oriented: Strong attention to detail, especially when following processes and handling customer requests.
Administrative Experience: At least 1 year of experience in virtual assistant work (administrative or customer service) with a focus on English- speaking markets.
Benefits
Opportunities to participate in clubs: Football, running, game, etc.
Team- building events, picnics, and summer trips
Salary: Middle level (2+ yoe): VND 13,000,000 – 18,000,000. Reviewed every 6 months
5- day remote workweek (Monday to Friday with 1- hour break per day)
10PM – 7AM UK Time (4AM – 1PM VN Time)
Agile working environment that respects differences and focuses on human development
Scenic office on 14th, 16th, 18th, 19th, and 20th floors. Free access to tea and coffee.
5 days of annual absence (12 days in accordance with the law + 1.5 days company trip)
Birthday gifts, seniority allowance, course & certificate coverage
Social and health insurance in accordance with the Vietnam Labor Code
