Customer Support Lead II
Mức lương: Thỏa thuận
Đã hết hạn nộp hồ sơ - 98 lượt xem
Ngày cập nhật: 28/12/2019
Thông Tin Tuyển Dụng
Mô tả công việc
JOB SUMMARY
The Customer Support Lead II will be mainly responsible for providing consultation and technical support to both customers and internal teams through online communication or telephone, and timely communication with other teams (Product and Development team) about customer feedbacks so as to drive product development and innovation, which help in providing better services to customers.
RESPONSIBILITIES
- Primarily own and manage support tickets escalated for level 2 resolution
- CS/Support Team’s First Line of Contact for customer issues needing next level technical support
- Support user questions/concerns via email support and chat support channels
- Escalate and follow-up on Tier 3 system issues/bugs requiring developer’s support until successful resolution
- Field and communicate client feedback via Support channels to appropriate internal teams to help drive the user-centric evolution of Inspectorio
- Collaborate with Customer Success and Engineering and across other teams to use customer feedback to drive product development and innovation.
- Execute tasks according to defined processes and procedures consistently.
The Customer Support Lead II will be mainly responsible for providing consultation and technical support to both customers and internal teams through online communication or telephone, and timely communication with other teams (Product and Development team) about customer feedbacks so as to drive product development and innovation, which help in providing better services to customers.
RESPONSIBILITIES
- Primarily own and manage support tickets escalated for level 2 resolution
- CS/Support Team’s First Line of Contact for customer issues needing next level technical support
- Support user questions/concerns via email support and chat support channels
- Escalate and follow-up on Tier 3 system issues/bugs requiring developer’s support until successful resolution
- Field and communicate client feedback via Support channels to appropriate internal teams to help drive the user-centric evolution of Inspectorio
- Collaborate with Customer Success and Engineering and across other teams to use customer feedback to drive product development and innovation.
- Execute tasks according to defined processes and procedures consistently.
Yêu cầu ứng viên
REQUIREMENTS
- Bachelor’s degree in IT, Computer Science or Information Management
- At least 2 years experience in a customer-facing role in a technical support capacity and function
- Presents very organized and structured thinking for planning and execution purposes
- Utilize forward-thinking to implement creative ways to solve complex customer challenges
COMPETENCIES
- Knowledge in troubleshooting scripts
- Knowledge in doing mobile testing
- Solid knowledge of Postman and other similar tools
- Exceptional organizational and analytical skills
- Excellent communication and presentation skills
- Ability to analyze and utilize data to drive insights related to product, user education, and support improvements
- Ability to make timely decisions and have sound judgment
- Ability to collaborate within internal, cross-functional and cross-cultural teams (e.g. product management, other customer success team members, customer support, sales and operations) to deliver effective solutions to customers
- Strong individual contributor with a commitment to the customer
KEY TRAITS (listed based on importance):
- Excellent spoken and written English
- Passionate/excited for new, emerging technologies
- Creative problem solver- non-linear thinker
- Willingness to learn (coachable)
- Clear communicator (written and spoken)
- Relationship builder
- Bachelor’s degree in IT, Computer Science or Information Management
- At least 2 years experience in a customer-facing role in a technical support capacity and function
- Presents very organized and structured thinking for planning and execution purposes
- Utilize forward-thinking to implement creative ways to solve complex customer challenges
COMPETENCIES
- Knowledge in troubleshooting scripts
- Knowledge in doing mobile testing
- Solid knowledge of Postman and other similar tools
- Exceptional organizational and analytical skills
- Excellent communication and presentation skills
- Ability to analyze and utilize data to drive insights related to product, user education, and support improvements
- Ability to make timely decisions and have sound judgment
- Ability to collaborate within internal, cross-functional and cross-cultural teams (e.g. product management, other customer success team members, customer support, sales and operations) to deliver effective solutions to customers
- Strong individual contributor with a commitment to the customer
KEY TRAITS (listed based on importance):
- Excellent spoken and written English
- Passionate/excited for new, emerging technologies
- Creative problem solver- non-linear thinker
- Willingness to learn (coachable)
- Clear communicator (written and spoken)
- Relationship builder
Quyền lợi được hưởng
- Attractive salary and Performance Bonus
- Social insurance, health insurance, unemployment insurance according to Labor Laws
- Professional and international working environment
- Social insurance, health insurance, unemployment insurance according to Labor Laws
- Professional and international working environment
Cách thức ứng tuyển
Hồ sơ theo yêu cầu của nhà tuyển dụng khi liên hệ trực tiếp
Giới thiệu về công ty

INSPECTORIO
5th Floor, The Galleria Metro 6 Tower, 59 Ha Noi Highway, Thao Dien Ward, District 2, HCMC, Vietnam
Người liên hệ: HR Team
5th Floor, The Galleria Metro 6 Tower, 59 Ha Noi Highway, Thao Dien Ward, District 2, HCMC, Vietnam
Người liên hệ: HR Team
Reinventing quality inspections with increased Productivity and Transparency INSPECTORIO is a supplier compliance verification platform that brings efficiency and traceability to the global supply chain. The INSPECTORIO platform uses data and machine learning to help retailers verify supplier compliance and bring transparency to their supply chains. Working with leading retailers ...Chi tiết
Reinventing quality inspections with increased Productivity and Transparency INSPECTORIO is a supplier compliance verification platform that brings efficiency and traceability to the global supply chain. The INSPECTORIO platform uses data and machine learning to help retailers verify supplier compliance and bring transparency to their supply chains. Working with leading retailers and brands around the globe, INSPECTORIO has offices in Minneapolis, China, Ecuador and Vietnam. Our R&D team at our Vietnam office is growing fast, so we have put very much endeavors to make the great team culture and create happy working environment, from healthcare coverage to competitive compensation, teambuilding activities and study support, sharing section, parties. We want the best! Find out more job openings at Inspectorio at www.inspectorio.com/careers Why it would be awesome to work with us BE HEALTHY We recognize that our employees are the key to our success. Healthier employees are happier employees who perform well! We not only provide health insurance benefits, but we also get out of the office for fun activities like weekly soccer games. HAVE FUN Having fun makes work much more enjoyable. We host company foosball tournaments and events to make sure our employees feel the love. Events may vary by office location, but the sentiment is the same: Fun matters. COMMITMENT When you join Inspectorio, you join a team. You have our leadership’s commitment to treat all team members with respect. All our team members commit to performing the best for each other, and our customers. Ẩn chi tiết
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INSPECTORIO
Địa chỉ: 5th Floor, The Galleria Metro 6 Tower, 59 Ha Noi Highway, Thao Dien Ward, District 2, HCMC, Vietnam
Quy mô: 25-99 nhân viên