About this role
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