Customer Support Specialist

5 hours ago

Thành phố Hồ Chí Minh, Vietnam Kegmil Full time

**About Kegmil**: Kegmil is a holistic solution provider of mission-critical Enterprise Systems, with a spike in Field Service Management software-as-a-service. We are a global team serving international clients, and strongly backed by Mitsubishi Electric (a world-leading manufacturer of products ranging from home electronics to satellite systems, headquartered in Japan)

Our cloud-based, AI-enabled Field Service Management solution is #1 amongst B2B clients in Southeast Asia and is adopted across various industries such as Elevator & Escalator, Data Center, Medical Equipment, Defence & Aerospace, Marine Offshore, etc.

Our offerings expand to Enterprise Resource Planning (ERP) systems integration and deployment - including Inventory Management Systems (IMS), HR Information Systems (HRIS), Customer Relationship Management (CRM), Procurement Systems and others

**Location**: HCMC or Remote

**Job Type**: Full-time

We are looking for a dedicated **Customer Support Specialist** who is passionate about providing solutions and enhancing user experience through expert support and proactive engagement. This role requires a keen interest in technology, a deep understanding of our products, and the ability to troubleshoot and communicate effectively across multiple platforms.

**Responsibilities**:

- **Customer Interaction**: Provide support to users across multiple channels, ensuring high-quality assistance with a proactive approach.
- ** Product Expertise**: Develop a deep understanding of the product and its industry, mastering the functionalities and interconnections of all features.
- ** Problem Solving**: Exhibit strong problem-solving skills with the ability to find effective workarounds for user issues.
- ** Issue Reproduction**: Attempt to reproduce reported issues, clarify with users when incidents are not bugs, and coordinate closely with the development team to resolve production issues aggressively.
- ** Customer Onboarding**: Understand customer needs thoroughly, set up tenant environments, and guide new users on how to effectively utilize the platform.
- ** Feedback Management**: Collect and analyze customer feedback, providing detailed reports to enhance product development and support.
- ** Organizational Skills**: Manage multiple tasks and priorities efficiently, maintaining a high level of organization and attention to detail.
- ** AI Tools**: Utilize artificial intelligence tools to augment support processes and improve customer interaction.
- ** Language and Communication**: Demonstrate excellent command of the English language, both in writing and speaking.

**Requirements**:

- Passion for technology and strong willingness to learn continuously.
- Experience in customer support or a related field, with a track record of solving complex customer issues.
- Excellent problem-solving skills and the ability to operate independently to find solutions.
- Experience in managing customer interactions across various communication channels.
- Ability to work effectively in a fast-paced, dynamic environment.
- Open-minded and growth-oriented, with a strong desire to contribute to team and product development.
- Proficiency in using AI tools to enhance customer support tasks is preferred.

**Qualifications**:

- Bachelor's degree in a relevant field (e.g., Business Administration, Information Technology) or equivalent practical experience.
- Strong interpersonal and communication skills.
- Proficient in English (English command must be good)

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