Technical Support Engineer

2 weeks ago

Ho Chi Minh City, Vietnam Vincere Full time

**ABOUT YOU**

You are a talented and passion driven individual who values working in a fast-growing environment, delivering high quality client-oriented services and collaborating with your peers.

You are a motivated, detail oriented, technical skills and energetic person who works well in a fast-paced, dynamic small-team environment. You learn quickly and are passionate about helping others.

You desire to be part of a fast-growing company and contribute to the mission of building the tool of choice of ambitious companies that everyday strive to enhance their daily recruitment operations.

**ABOUT THE JOB**

**Your Responsibilities**
- **Customer support (70%)**:

- Help customers understand how Vincere works and troubleshoot any issues that they encounter
- Lead Interactive calls and solution-driven responses
- Provide strong customer-centric focus with the ability to understand and prioritize customer needs
- Support and maintain excellent service level requirements
- Assess the level of issue and respond appropriately. Test and troubleshoot issues to determine a solution (training or technical fix)
- Assists customers with set-up and configuration, as well as thinking outside of the box to provide customers with the solutions that Vincere offer
- **Innovation & Collaboration (15%)**:

- Working closely with Product, Sales and Marketing teams - to be the voice of the customer for future product roadmap and upgrades.
- Organise and prioritise customer feedback.
- Collaborate internally and with partners to drive successful completion of projects, partnering with other resources as necessary to ensure project success.
- Brand guardian - ensure all our communications leverage our brand correctly & effectively.
- Contacting customers to receive positive feedback and convert into online marketing (online reviews, testimonials).
- **Training & Engagement (15%)**:

- Lead or support interactive training sessions and webinars with new and existing customers.
- Ensure our client base is engaged on the system through training/account audits and driving positive engagement internally and externally (through case studies, reviews and social content for LinkedIn/Instagram).
- Listen to customer needs and demonstrate Vincere best practices/solutions in a clear, coherent & innovative manner.

**REQUIREMENTS**
- Must be fluent in English
- Strong written/verbal communication skills
- Ability to understand, translate and clearly articulate technical issues through written documentation
- Excellent customer service attitude with the ability to maintain a professional demeanour when dealing with customers at all times
- Ability to work in a fast-paced, performance-driven environment that requires constant change and adaptability.
- Team player with the ability to handle change and shifting priorities.
- Must be flexible to work hours/shifts based on business needs.
- Excellent communication & interpersonal and problem solving skills with sales ability- You come from an agency recruitment background (desired)
- You speak additional languages (desired)
- You have experience using ATS/CRM software (desired)
- You have experience with Customer Success, Account Management or Customer Servicing processes (desired)

**ABOUT US**:
This position will be an essential role to deliver success to our clients globally. We are seeking to fill this position with a well-rounded support person to help build the company’s reputation for outstanding service. The Customer Support Executive will focus initially on customer account management and customer support for Vincere’s existing customers in the region. The Customer Support Executive is expected to provide day to day support for clients, and use a range of methods to increase customer engagement and satisfaction.

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