English] Software Customer Support Specialist
1 week ago
**Laidon Group***:
Laidon Group
- Company type
- IT Product
- Company industry
- Software Products and Web Services
- Company size
- 51-150 employees
- Country
- Vietnam
- Working days
- Monday - Friday
- Overtime policy
- No OT
- At office
- Skills:
- English
SAP
ERP
**Job description**:
**Responsibilities**:
- Identify and clarify product issues while working collaboratively with customers to achieve prompt resolution.
- Maintain excellent verbal and written communication skills and a high level of customer service with a focus on **first-reply resolution.**:
- Develop and update both internal and customer-facing knowledge base documentation including user guides, help articles and training videos.
- Work closely with other departments to report and resolve technical issues to ensure our product is meeting the needs of the customer.
- **Participate in shift or on-call rotation as needed by the department to ensure all support hours are effectively covered. There are 3 shifts to be covered: 9AM - 6PM, 3PM - 12AM, and 12AM - 9AM next morning. (the first 2 shifts will be more common than the last shift)**
**Your skills and experience**:
- 2-3 years of experience in Software Customer Support
- Fluent in English
- Strong communication, interpersonal skills, customer empathy and determination to resolve issues
- Ability to influence others (internal and external stakeholders) through persuasion, negotiation, and consensus building
- Analytical, data and process-oriented mind-set
- Demonstrates a desire for continuous learning and self-improvement for the benefit of yourself and your team.
- Enthusiastic and creative in problem solving
**Why you'll love working here**:
- 15 days of annual leaves
- Competitive salary (+13-month salary include)
- Health insurance, social insurance according to the government regulations
- PVI Healthcare Insurance
- Have a chance to work in an international, friendly, open environment
- Annual Travel opportunity
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