Technical Support Specialist

1 week ago


Ho Chi Minh City, Ho Chi Minh, Vietnam Skedulo Vietnam Full time
Skedulo Vietnam

***- An Phú Plaza, Ly Chinh Thang street, Vo Thi Sau ward, District 3, Ho Chi Minh- Hybrid- Posted 11 hours ago- Skills:
  • English
Agile

System Admin

Top 3 reasons to join us:

  • MacBook Pro provided
  • Learning & Development stipend: $125 per year
  • Medical Benefits for Employees, Spouses & Children

Job description:

  • The Senior Technical Support Specialist role is responsible for the ongoing management of customer issues and success. They're responsible for managing bugs and escalated issues, with the ability to give the customer confidence that their issues will be resolved in a timely manner. They are a part of the 'Technical Support' subteam within the Technology Organization, providing technical support expertise and mentorship to other team members. This senior role is the critical frontline link between our Customers and the Engineering and Project Delivery Teams to ensure our Customers are successful and can realize the benefits from their Skedulo implementation.

RESPONSIBILITIES

Troubleshooting and Customer Communication

  • Deliver worldclass end to end support for Skedulo customers by being responsive and tailoring each technical response
  • Lead with a sense of urgency in triaging
  • Help minimize customer churn through education, support, coaching and influencing
  • Provide extensive knowledge and experience in the product to resolve issues when liaising with customers and internal team members
  • Act as an escalation point for customers to expedite delivery of bug fixes and resolutions
  • Liaise directly with customers, including high level customer stakeholders
  • Understand and discuss technical issues with engineering/development staff and translate this to layman's terms for the customer
  • Fully understand support SLAs and contracted response/resolution times for both standard support and paid premium tiers
  • Administer ticket management systems and support focused tools (Zendesk, and logging tools)

Mentorship and Thought Leadership

  • Identify process improvement and drive positive innovation and process change
  • Lead and promote incident and problem management processes including Post Incident Reviews and ITIL methodologies
  • Mentor other tech support staff and encourage collaboration around process improvement
  • Administer ticket management systems and support focused tools (Zendesk, and logging tools)

Internal Product and Team Communication/Collaboration

  • Act as a liaison between product management, CX, and the customer
  • Develop a complete understanding of the Skedulo products and working knowledge of complementary products and services.
  • Mentor staff on process and procedures as well as team communication and collaboration
  • Proven ability in creating a culture of inclusivity within a team

Your skills and experience:

DESIRED SKILLS/EXPERIENCE

  • Working knowledge in Atlassian Suite, JIRA, Confluence and Service Cloud.
  • A Bachelor's Degree in software development or engineering is a plus.
  • Salesforce Administrator and Developer certifications a big plus
  • Prior experience working with offshore and distributed teams
  • Proven teamwork ethic.

We encourage you to apply

Why you'll love working here:

  • Fun, creative, and fastpaced working environment
  • Flextime 3 days in the office & 2 days working from home
  • Medical Benefits for employees, spouses, and children
  • Annual health checkup
  • Team Offsites
  • 7 paid sick days per year
  • 4 weeks paid leave per year
  • 12 days of paid holiday per year
  • 3 Paid Volunteer Days per year
  • Working from Home Stipend
  • Mental Health Support/Resources through Modern Health
  • Equity in the form of SARS (Stock Appreciation Rights)
  • Kitchen stocked with snacks & drinks
  • Paid Parental Leave for both carers
  • Learning & Development Stipend
  • Employee Referral Bonus
  • Our offices have creative, open workspaces with room to play, reflect, and relax
  • Our team works hard but also plays hard; we will challenge your best table tennis and PS4 skills

Skedulo Vietnam:

Skedulo Vietnam

  • Company type
  • IT Product
  • Company size
employees

  • Country


Australia
  • Working days


Monday
  • Friday
  • Overtime policy
  • No OT


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