L2 Customer Services Specialist

5 days ago


Ho Chi Minh City, Ho Chi Minh, Vietnam ELCA Full time $120,000 - $240,000 per year
Description

Your responsibilities

  • Assist our customers by providing technical and business assistance on our product.
  • Diagnose and reproduce issues reported by customers, and when possible, propose a solution or workaround. If no solution can be found, document the issue and escalate it to the engineering team (Level 3).
  • Ensure issues are resolved within the agreed Service-Level Agreement ("SLA") and  follow the escalation process in case of deviation. Document the issues and the resolution in details once closed to enrich our knowledge base.
  • Communicate with the customer in writing through the support platform to zero-in on their issues and keep them informed with the resolution.
  • Interact with our call center (Level 1 Support), the development team, and our product managers, all based in in Europe, the US, Vietnam and other countries.
  • Receive training to become an expert on our product.
  • Coach, supervise or lead other team members (when necessary).

Your qualifications

  • Bachelor's degree in Computer Science, Telecommunication or related.
  • At least 2 years experience working in IT industries.
  • Able to read and write technical documents in the English language.
  • Good technical, analytical, and problem-solving skills.
  • Passionate, pro-active and keen to learn new technologies (or moving to mission part).
  • Good at logical and critical thinking to propose accurate solution to customers.
  • Good communication and presentation skills.
  • Strong time management skills, able to identify and prioritize urgent/critical requests.
  • Proficient in English communication is required.
  • Proven experience of coaching and supervising other team members

Nice to have

  • Elementary proficiency with SQL, Kibana and/or a programming language (Java, JavaScript or Python).
  • Experience with the Atlassian suite of support tools, CRM tools (Zendesk, Salesforce, or Dynamics 365).
  • Has a strong customer oriented mindset.
  • Knowing French is a strong plus.

Why you will love working here

  • Professional European-based company
  • Attractive salary
  • Performance bonus of up to 4 months' salary
  • Opportunities for travel to Europe
  • Hybrid home/ office working model
  • Flexible working time
  • Structured training & development roadmap
  • Good work-life balance
  • Premium healthcare insurance
  • Annual company trips and team-building events


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