Software Support Professional
NIC's Client
Ha Noi, VN
3 ngày trước

Job Description

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.
  • Benefits :

  • 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...
  • Job Requirements

  • Required Number : 0
  • Year Experience : 3 Years
  • Minimum Career Level : Experienced
  • Minimum Education Level : Bachelor Degree
  • Job Skills :
  • Language :
  • Computer Skill :
  • Non Technology Skill :
  • Others skill :
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