Technical Support Specialist, Customer Experience
Grab Vietnam
Việt Nam
2 ngày trước
source : Talent Network

Get to know our Team :

Customer Experience (CE) team drives one of our core values Outserve Our Customers’ and provide support to in-country business units and a wide range of verticals.

Promoting ease to our driver partners and passengers in customer support transactions focusing on quality and customer satisfactions

Get to know the Role :

The Technical Support Specialist’s role is to provide operations support for Customer Experience (CE) Contact Centers and ongoing management and administration of CE’s service management tools / ticketing system, for CE teams located at office locations in the SEA region.

The day-to-day activities :

  • Monitor service management tools / ticketing system and administration (e.g. create business rules, triggers, integrations etc);
  • and proactively manage the day-to-day issues raised by CE users.

  • Track the progress of resolution and provide regular updates for follow-up actions and incident status; and proactively keep users informed throughout all stages of all processes by phone, email and instant messenger.
  • Determine the actions required to resolve operational / product problems, escalating as required to minimize the impact to individual users and the organization.
  • Document troubleshooting methodology, information, analyzes facts / conditions regarding the reported issue, and create coaching materials / technical materials.
  • Document reported problems and corresponding solutions in short and clear articles within the company knowledge base.
  • Proactively create knowledge base articles, process documents and share within the team.
  • Assist in the creation of incident reports and other documents as applicable, compile technical reports and user facing procedure documents.
  • Coordinate planned changes by engaging and communicating with users and liaising with various internal teams.
  • Constantly review ticket backlog to ensure they are kept to a minimum and take necessary actions to seek resolution of user issues to achieve high levels of customer satisfaction.
  • Work with internal teams to ensure issues are actioned and communicated in a timely manner, including service outages / escalated issues and opportunities.
  • Proactively monitor supported systems and environments to ensure they are operational and performant; and perform all required operational maintenance and troubleshooting of supported systems.
  • Actively contribute to monitoring and alerting strategy and approach, using continuous improvement to ensure monitoring is sufficient and appropriate for the environments.
  • Contribute to the team workload by accomplishing related tasks to achieve key results as required.
  • Assist in the deployment and upgrading of application stack into non-production and production environments; troubleshoot and resolve problems with the deployment and operation of environments.
  • Lead or participate in management of incidents, requests and problems, request fulfillment and problem resolution and escalation activities, and perform root cause analysis.
  • Other responsibilities

  • Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience.
  • Perform research and develop new technologies and evaluate work of support suppliers.
  • Analyzed current configurations and recommends upgrade and changes to system, as the business needs change.
  • Participate in vendor management activities associated with the ongoing maintenance, support and enhancement of CE’s systems and related services.
  • Collaborate with internal teams (e.g. IT, Engineering etc) and supplier(s) and develop product integration strategies (e.
  • g. integration with telephony system, CRM, WFM system).

  • Participate in strategic and tactical planning of business-driven initiatives, including contact center solutions, CRM etc.
  • The must haves : The Technical Support Specialist will need to have the following skills and experience :

  • Bachelor's degree, preferably in related field preferred or equivalent work experience.
  • Minimum 5 years of experience in software related customer service / contact center operations and technical support role.
  • In-depth knowledge of software systems such as Zendesk, JIRA or other industry standard service management tools / ticketing system.
  • Good knowledge of HTML, XML, JavaScript or CSS experience.
  • Good understanding of cloud technologies, SaaS concepts and shell scripting.
  • Good understanding of ITIL and extensive experience working in an ITIL environment.
  • Knowledge of contact center operations and technologies desirable.
  • Experience with other contact center products preferred.
  • Support a dynamic team environment by collaborating with other departments, team and workgroup members; contributing time, effort and ideas, and commitment to work collaboratively toward common goals.
  • Demonstrated passion for delivering a positive customer experience through timely response, and positive interaction, and maintain composure in difficult situations.
  • Proven experience in end-to-end problem determination / troubleshooting issues and root cause analysis.
  • Good communication and presentation skills with experience interacting with users.
  • Proven ability to organize, prioritize and schedule work assignments; and adapt well to changing circumstances, direction, and strategy.
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