Technical Support Specialist

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