L2 Customer Support Specialist at ELCA Informatique SA

Ho Chi Minh City, , Vietnam -

Full Time

Start Date

Immediate

Expiry Date

06 Oct, 26

Salary

0.0

Posted On

08 Jul, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Issue Diagnosis, SLA Management, Technical Documentation, Customer Communication, Coaching, Supervision, Analytical Thinking, Problem Solving, Time Management, SQL, Kibana, Java, JavaScript, Python, CRM Tools

Industry

IT Services and IT Consulting

Description

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 58 years of global history, 28 years of growth in Vietnam, 9 countries, 2200+ experts. Since 1998, our Vietnam team of engineers, business analysts, software architects, designers, and consultants have provided tailor-made and standardized solutions to support the digital transformation of customers in Switzerland. Our activity spans across multiple fields of leading-edge technologies. Our offices are now in Switzerland (Pully (headquarters), Zurich, Geneva, Bern, Basel), France (Paris), UK (London), Spain (Madrid, Granada), Mauritius (Saint-Pierre), Italy (Palermo, Bolzano), and Vietnam (Ho Chi Minh City). ELCA Vietnam is proud to be Great Place To Work Certified 3 years in a row!

Responsibilities

Provide technical and business assistance to customers by diagnosing issues and proposing solutions or escalating them to engineering. Maintain the knowledge base and coordinate with global teams to ensure resolutions meet SLA requirements.