- Address internal team and customer escalation requests, providing timely and effective solutions. Ensure follow-up to guarantee resolution.
- Consult on best practices and offer workarounds if the current product doesn’t meet customer requirements.
- Proficiency in installing the client’s product (software/hardware) – Kobiton specific.
- Analyze log files, and develop automation test scripts for issue investigation.
- Coordinate with the development team to understand customers’ issues and get them solved.
- Create samples, documents, and ticket summaries to guide end-users and internal teams.
- Capability to directly communicate and showcase products to customers.
- Establish enduring relationships based on trust through prompt support and open, interactive communication to achieve a high customer renewal rate.
- Perform additional duties as assigned (IT admin tasks)
General requirements:
- At least an upper-intermediate skill level of English
- Likely having 4+ years of experience (flexible depending on how fast your learning and technical developing capabilities are)
- Strong problem-solving skills and the ability to obtain deep knowledge of project technologies.
Skills/knowledge you need to be successful:
- Good knowledge of SQL, Postgresql.
- A strong understanding of hardware and software, especially Linux distribution, is a plus.
- Proficiency in CRM and support systems, such as Zendesk and ServiceNow, is a plus.
- Fundamental knowledge of automated testing tools like Appium or WebDriver API is also advantageous.
- Enjoy working with customers and engaging in external communications.
- Ability to work well under pressure and handle unexpected calls effectively.
- Strong problem analysis and solving skills with the ability to understand customer needs.
- Experience in leading and coaching at least one team on various projects (Leadership level)
Perks You'll Enjoy
- Working in one of the Best Places to Work in Vietnam
- Building large-scale & global software products
- Working & growing with Passionate & Talented Team
- Diverse careers opportunities with Software Services, Software Product Development, IT Solutions & Consulting
- Attractive Salary and Benefits
- Two performance appraisals every year and performance bonus
- Onsite opportunities: short-term and long-term assignments in North American (U.S, Canada), Europe, Asia.
- Flexible working time
- Various training on hot-trend technologies, best practices and soft skills
- Premium healthcare insurance for you and your loved ones
- Company trip, big annual year-end party every year, team building, etc.
- Fitness & sport activities: football, tennis, table-tennis, badminton, yoga, swimming…
- Joining community development activities: 1% Pledge, charity every quarter, blood donation, public seminars, career orientation talks,…
- Free in-house entertainment facilities (foosball, ping pong, gym…), coffee, and snack (instant noodles, cookies, candies…)
And much more, join us and let yourself explore other fantastic things!
