Actively process support tickets assigned by Customer Support Manager and/or clients as the primary contact point to deliver advanced consultants to clients’ problems or collect
requirements to transfer to the technical team.
Issue testing with possible causes to identify the severity and influence level.
Collaborate with the technical team to provide a solution (workflow, estimated time…) to ensure service to be well-delivered in a timely manner and high quality.
Collaborate with 3rd party vendors to clarify customer problems when needed.
Support clients in managing business operations. Make sure client business operations run smoothly without any interruption.
Follow up and appropriately report to clients about development progress, be responsible for the tickets until client’s acceptance.
Instruct customers on the on-boarding process for different levels.
Report directly to the manager to help to manage ticket statuses and resource allocation.
Prepare and manage business documents: Wireframes, Activity Diagrams, UAT Document, User Manual, System Process Flow, Functional and Business Requirements, Reports, etc.
Excellent communication and relationship-building skills.
Advanced English communication - speaking and writing.
Analytical skill, logical and customer-oriented mindset.
Strong researching, problem-solving, and troubleshooting skills.
Able to work both independently and as part of a team to come up with a creative solution.
Able to work under pressure and available to work at any time.
Understand basic business/ Ecommerce IT knowledge (Magento, CRM, ERP,etc.).
Basic knowledge in software development planning and business management.
Experienced in running/ managing business campaigns, dealing with 3rd party vendors.
AT SMARTOSC, WE OFFER THE BESTS TO YOUR VALUES
Attractive salary package.
Salary reviews twice a year.
Flexible working hour.
Premium health care up to $3,000/year.
Working in professional English environment
Free English, Japanese and professional training packages.
Firm’s Certified Qualifications Sponsorship for career development.
Annual company trip inside or outside Vietnam.
Other fun activities: happy hour, quarterly team building, football club, yoga club, swimming club, charity activities, etc.
Free entertainment parties: Birthday party, Anniversary party, Sum-up Party, Year-End Party, etc.