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Customer Services Specialist

2 weeks ago

Ho Chi Minh City, Vietnam ELCA Việt Nam Full time

SecuTix is a global software company providing the industry-leading SaaS Ticketing Engagement Platform. Our solution is used by the largest sports clubs, live entertainment businesses, and leading museums, managing annual sales of about 45 million tickets.

**In this role**:
We are currently seeking an experienced **Customer Services (L2 Support) Specialist** who will work as part of a team to support the daily needs of our clients.
- Help customers to use our ticketing product in the most efficient way by providing technical support to analyze, reproduce, and identify the root cause of various software glitches across various modules.
- Research, diagnose, and analyze Customer issues with accurate solutions.
- Ensure Issue Resolution Dates are within SLA. If not, escalate it to the right team member as per internal Escalation Policies.
- Reproduce and document customer bugs for Development Team (Level 3).
- Have high-speed interaction with Call Center (Level 1), Development Team, and Product Managers in Vietnam and Europe.
- Effectively communicate, in written form, with customers on tickets to ensure mutual understanding and customer satisfaction.
- Document FAQ/issues faced by the Customers to enrich the internal Knowledge Base for future use.

**About your profile**:
**Expectations**
- Bachelor’s degree in Computer Science, Telecommunication or related.
- At least 2 years of experience working in IT industries.
- Experience in software (SaaS) technical support or relevant roles (**Operations Support**, Tech Ops, Product Ops, Technical Account Manager, **Application Support Specialist, etc**).
- Experienced in SQL and/or Kibana is a strong plus.
- Experience with Atlassian, monitoring, and on-call tools.
- Strong analytical skills to investigate and correctly identify the root cause.
- Patience when handling tough cases.
- Good time management skills, able to identify and prioritize urgent/critical requests.
- Strong communication and presentation skills.
- Has a strong customer-oriented mindset.
- A quick learner of new technology tools.
- Proficient in English is required.
- Eagerness to learn, develop, and get involved in a wide range of tasks.

**Nice-to-have areas**
- Knowing French is a strong plus.
- Knows programming in at least 1 popular Programming language (Java, JavaScript, Python,).
- Experience with customer service software / Ticket Management System (Zendesk, Salesforce, Dynamics365...)
- Strong service mentality, “can do” attitudes, and a strong drive to succeed.
- Ability to work in a dynamic environment and provide recommendations to improve operation.