Software Call Center Agent

1. POSITION SUMMARY
The primary function of this position is to provide after-sales technical support to software customers remotely from Call Center, including solving software technical issues, answering queries on software feature and application and helping customers improve skills on using software solution.
With sound insight knowledge of Fashion and Apparel industry, he/she gives after sales training and consultation on how to use Lectra software, meeting different needs specific to respective markets like sportswear, lingerie, children’s wear and so on.
As expert on software solution, he/she may contribute during pre-sales stage on presentation, demonstration and software solution proposition.
This role has overall responsibility to uphold customer satisfaction on the company’s solution, hence to secure service contract renewal.

2. DUTIES AND RESPONSIBILITIES
Call Center service
- Receive escalations from customer on software solution, analyze root cause, seek remote solution including parameter setting, application tips, installation of whole solution, upgrade version, installing debug and so on
- Understand customer application process unique to respective markets, offer expertise to ease application and improve efficiency.
- Record and report to headquarter Call Center on escalations that cannot be solved in local Call Center. Trace the escalation process until solution is given.
- Systematically and proactively carry out software upgrade program. Ensure customers understand the value of software upgrade service.
- Ensure Call Center service commitment, for example response time and solution rate, is met and exceeded. Ensure customer is satisfied with software solution service.

Field service
- Participate in software implementation, installing software, setup and configure environment.
- Give training to customers on software application. Train and coach customers with expertise specific to markets like sportswear, lingerie, children’s wear. Share best practice.
- Audit software application process, understand customers’ needs, find areas of continuous improvement and offer expertise consultation.

Other responsibility
- Support pre-sales activities, promote Lectra software solution.
- Support contract renewal, contribute to increase contract base.
- Get updated knowledge on Lectra products
- Get updated knowledge on competitors’ offering and industry best practices

- Bachelor degree in Design/Engineering/Textile, etc.
- Minimum of 5 years of experience in Apparel development process. Experiences in sportswear and/or apparel industry is a plus.
- Experience in customer care and/or Call Center is a plus.

POSITION QUALIFICATIONS:
- Demonstrated expertise in practices, procedures and organization related to design, product development and cutting/manufacturing processes in the targeted industries
- Familiar with CAD applications dedicated to fashion/apparel industry and have a good working knowledge of the product process within this industry.
- Knowledge of software’s like Modaris, Diamino, Optiplan would be an advantage
- First class communication and presentation skills
- High level of process analysis skills to work with senior level decision makers
- Energetic and adaptable
- Fully PC literate (Windows, Microsoft Office)
- Ability to cope with constant pressure (without comprising standards) by being well organized and planning time well

TRAVEL
- The position is based in Hochiminh City
- Some travel in Vietnam region may be required

- 13 months bonus
- health & accident insurance for family
- Training in France; mobile phone supporting

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