Key Responsibilities :
Responsible for responding to customer inquiries on the telephone, through on-line methods, and by e-mail.
Communicates with customers to help them understand how to use the SOFTWARE product properly.
Direct customers to the correct channels for their inquiries as necessary.
Responsible for solving customer TECHNICAL problems that arise from the use of the product.
Maintain ongoing record of problem analysis and resolution activities in on-line incident management system.
Conduct independent case research using company supplied research tools, databases, knowledge bases, etc., in order to find solutions to customer reported problems.
Create and update TECHNICAL content in an on-line knowledge base.
Is an expert in one or more subsystems or platforms and provides training and consulting for area of expertise - works toward in-
depth TECHNICAL KNOWLEDGE on additional subsystems and platforms.
Interfaces with customers on general and specific issues within area of functional expertise.
Act as a liaison on public-facing customer channels as necessary.
Provides on-call support as assigned, which may require carrying a pager.
Take ownership of early / late shift depending on assignment.
Other duties as assigned to meet business needs.
Qualifications / Requirements :
Very good at communication in English is a must.
German or French is a good plus.
Bachelor’s degree in Information Technology or equivalent work experience. ITIL V3 certification is a plus.
At least 3 years experience with Windows and / or UNIX / Linux Operating Systems support
System knowledge & interrelationships of systems including Oracle & SQL Server; TCP / IP; Enterprise Software (ex : Informatica, Peoplesoft, Oracle, E-
Business Suite, SAP ). Job scheduling product knowledge is a plus.
Strong PC skills including MS Office applications.
Complex system troubleshooting skills, customer service skills.
Self-starting personality, unafraid to display initiative and innovation on the job.
Quick at understanding and motivated to learn new concepts.
Verbal, written & interpersonal communication skills.
Ability to work independently and be self-motivated.
Strong analytical and problem-solving skills.
Ability to work effectively in a team environment.
Ability to think analytically.
Private Healthcare insurance coverage
Challenging and diversified tasks
Excellent career opportunities in an expanding & international team
Traveling to Europe and the US
Workshop & training course (technical skills, soft skills, English skills )
Annual bonus : 2 times / year. Bonus for Vietnam national days celebrating
Salary review every Fiscal Year
Free lunch, free snacks, very good team spirit, creative atmospheres...
Required Number : 0
Year Experience : 3 Years
Minimum Career Level : Experienced
Minimum Education Level : Bachelor Degree
Computer Skill :
Non Technology Skill :
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