Technical Support Specialist

5 days ago


Ho Chi Minh City, Vietnam Skedulo Vietnam Full time

Skedulo Vietnam

***
- An Phú Plaza, 117-119 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 on-going 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’ sub-team within the Technology Organization, providing technical support expertise and mentorship to other team members. This senior role is the critical front-line 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 world-class 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 fast-paced working environment
- Flextime - 3 days in the office & 2 days working from home
- Medical Benefits for employees, spouses, and children
- Annual health check-up
- 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
- 51-150 employees
- Country
- Australia- Working days
- Monday - Friday
- Overtime policy
- No OT



  • Ho Chi Minh City, Vietnam Công Ty TNHH Telestar Full time

    **Mô tả công việc**: (Mức lương: 11 - 16 triệu VNĐ) - Diagnose and resolve technical problems by gathering information, analyzing symptoms, and utilizing available resources and knowledge bases. - Analyze, troubleshoot, and resolve technical issues related to hardware, software, and network connectivity. - Research, diagnose, and recommend...


  • Ho Chi Minh City, Vietnam Skedulo Full time

    Here at Skedulo, we’re on a mission to support the 2.7 billion people in the world—and the companies that employ them—who do not work at a desk every day. Our global teams are collaborative, ambitious, innovative, and passionate about helping our customers realize their fullest potential by enabling their mobile workforces. The Skedulo team is a...


  • Ho Chi Minh City, Vietnam Skedulo Vietnam Full time

    **Junior Technical Support Specialist**: Skedulo Vietnam - Ứng Tuyển English JSON Salesforce - Đăng nhập để xem mức lương - An Phú Plaza, 117-119 Ly Chinh Thang street, Vo Thi Sau ward, District 3, Ho Chi Minh- Xem bản đồ- Linh hoạt- 5 giờ trước **3 Lý Do Để Gia Nhập Công Ty**: - MacBook Pro provided - Learning &...


  • Ho Chi Minh City, Vietnam Skedulo Vietnam Full time

    **Skedulo is hiring a Technical Support Specialist in our Vietnam office, working in the Vietnam timezone, that will work closely with our Engineering, Product, Dev Ops, and Customer Success Teams globally. **Key Objectives and Responsibilities**: - Demonstrate efficient work practices to ensure objectives and service level agreements (SLAs) are met. -...


  • Ho Chi Minh City, Vietnam Skedulo Full time

    Skedulo Introduction: Here at Skedulo, we’re on a mission to support the 2.7 billion people in the world—and the companies that employ them—who do not work at a desk every day. Our global teams are collaborative, ambitious, innovative, and passionate about helping our customers realize their fullest potential by enabling their mobile workforces. The...

  • Technical Support

    5 days ago


    Ho Chi Minh City, Vietnam TelestarVN Full time

    **OVERVIEW** We are seeking a dedicated and knowledgeable Technical Support Specialist to join our team. **ROLE AND RESPONSIBILITIES** - Diagnose and resolve technical problems by gathering information, analyzing symptoms, and utilizing available resources and knowledge bases. - Analyze, troubleshoot, and resolve technical issues related to hardware,...


  • Ho Chi Minh City, Vietnam Skedulo Full time

    The Senior Technical Support Specialist role is responsible for the on-going 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’ sub-team within the...

  • IT Support Specialist

    3 weeks ago


    Ho Chi Minh City, Vietnam Công ty TNHH Jollibee Việt Nam Full time

    **Mô tả công việc**: (Mức lương: Thỏa thuận) We are looking for a highly capable IT support specialist to provide technical assistance to stores. In this role, your duties will include ensuring optimal use of our hardware and software technologies, enhancing system performance, and securing data. You will also be required to advise on IT...


  • Ho Chi Minh City, Vietnam Sumsub Full time

    **Sumsub **is a global verification provider aiming to make verification processes simple, friendly, and secure for businesses and their users. Sumsub’s all-in-one verification platform secures every step of the customer journey. More than 2000 global companies use this platform to verify users, businesses, and transactions, orchestrate their verification...


  • Ho Chi Minh City, Vietnam Peplink Pepwave Limited Full time

    Peplink Pepwave Limited - Lim Tower 3 - 29A Nguyen Dinh Chieu Street, District 1, Ho Chi Minh- Hybrid- Posted 1 day ago- Skills: - Networking- Linux- IT Support**Job description**: **Network Technical Support** As a Network Technical Specialist for global services, your main responsibility is providing technical support to partners, strategic customers and...


  • Ho Chi Minh City, Vietnam AlignTech Full time

    **Join a team that is changing millions of lives.** Transforming smiles, changing lives At Align Technology, we believe a great smile can transform a person’s life, so we create technology that gives people the confidence to take on whatever’s next. We revolutionized the orthodontic industry with the introduction of the Invisalign system, and we have...


  • Ho Chi Minh City, Vietnam Informa Markets Full time

    **Company Description** Informa PLC is a leading international events, intelligence and scholarly research group.** Our purpose is to champion the specialist. Through hundreds of powerful brands we work with businesses and professionals in specialist markets, providing the connections, intelligence and opportunities that help customers grow, do business,...


  • Ho Chi Minh City, Vietnam Công Ty TNHH Telestar Full time

    **Mô tả công việc**: (Mức lương: Thỏa thuận) - primarily on eCommerce platforms. - Conduct thorough research and utilize resources to resolve customer inquiries efficiently. - Communicate effectively with customers to ensure their needs are met and issues are resolved promptly. - Collaborate with internal teams to escalate and resolve complex...


  • Ho Chi Minh City, Vietnam Công Ty TNHH Dalmec Asia Việt Nam Full time

    **Mô tả công việc**: (Mức lương: Thỏa thuận) **About Us**: Dalmec Vietnam is a leading provider of innovative material handling solutions. With a strong focus on quality and customer satisfaction, we pride ourselves on delivering tailored solutions to meet our clients' unique needs. As we continue to expand our presence in Vietnam, we are...


  • Ho Chi Minh City, Vietnam Zoetis Full time

    The Senior Technical Specialist/Senior Associate Technical is a member of Zoetis Companion Animals (CA) Technical team that builds scientific-leading positioning of all Zoetis CA brands while providing excellent technical supporting services to internal teams, external partners, vet pratitioners as well as customers in assigned territory. Working mostly with...


  • 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 **Level 2** **Customer Support Specialist**...

  • IT Support Specialist

    3 weeks ago


    Ho Chi Minh City, Vietnam AlignTech Full time

    **Join a team that is changing millions of lives.** Transforming smiles, changing lives. At Align Technology, we believe a great smile can transform a person’s life, so we create technology that gives people the confidence to take on whatever’s next. We revolutionized the orthodontic industry with the introduction of the Invisalign system, and we have...


  • Thành phố Hồ Chí Minh, Vietnam Kone Full time

    **Why this role?** This role is the first point of contact in technical queries and provides remote technical support during the maintenance phase of **non-KONE products**. They support maintenance technicians in resolving technical issues, working to ensure products are maintained in compliance with KONE’s safety, process and quality...

  • IT Support Specialist

    2 weeks ago


    Thành phố Hồ Chí Minh, Vietnam Văn Phòng Đại Diện A. Menarini Singapore Pte. LTD. Tại Thành Phố Hồ Chí Minh Full time

    **Mô tả công việc**: (Mức lương: Thỏa thuận) A. Menarini (Singapore) Pte. Ltd. Rep Office in HCMC is opening for IT Support Specialist position. - User Support - Desktop and Device Management - Proactive Environment Monitoring - Software and Systems Support - User Account and Asset Management - Documentation and Training - Collaboration and...


  • Ho Chi Minh City, Vietnam Công ty TNHH Công Nghệ Thông Tin ELCA Việt Nam Full time

    **Mô tả công việc**: (Mức lương: Thỏa thuận) ** About us 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...