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Customer Services Specialist (SQL, Kibana, Salesforce, Dynamics365)

Ho Chi Minh City | SECUTIX
Job number
250
Date posted Jan 24, 2024
Job category Professional Services Level of experience 0 to 3 years
Job type Full time Employment type
Full-time
Work site Ho Chi Minh City Company
Hello future ELCAtians
ELCA Vietnam is a growing and happy place.

About SECUTIX

SECUTIX is the market leader in advanced ticketing solutions for the events industry. Offering a seamlessly integrated and open cloud platform, SECUTIX products take audience experiences to the next level. SECUTIX serves sports clubs, stadiums, arenas, museums, live entertainment organizations, leisure parks, and festivals. It's emblematic customers include the largest sports events in the world like UEFA and Wimbledon, live music shows like Ed Sheeran’s concerts, top museums, and many more.
The SECUTIX Vietnam team is part of ELCA Vietnam, which is proud to be one of the 10 Best Workplaces in Vietnam 2023!

Your role

We are currently seeking an experienced Customer Services (L2 Support) Specialist who will work as part of a team to support the daily needs of our clients.

✔ Assist our customers by providing technical assistance on our product.
✔ When a customer reports an issue with the system, diagnose it, reproduce it and whenever possible propose a solution or a workaround. When no solution can be found, document the issue and escalate it to the engineering team (Level 3).
✔ Communicate in written form with our customers through the support platform to zero-in on their issues and keep them informed with their resolution.
✔ Ensure that issues are resolved within the agreed Service-Level Agreement (“SLA”). In case of deviation, follow the escalation process.
✔ Once an issue is closed, document it and its resolution in details to enrich our knowledge base and our FAQ.
✔ We will train you to become an expert on our product.
✔ You will be interacting with our call center (Level 1 Support), our customers, the development team, and our product managers. These stakeholders are based in Europe, the US, Vietnam and other countries.
✔ You will occasionally need to be on-call, ready to respond in case of incident, outside of office hours (nighttime in Vietnam) and will be compensated when that happens.

Why you’ll 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
✔ Loyalty programs
✔ Well-being activities
✔ Annual company trips and team-building events

Your profile

Necessary skills

✔ Bachelor’s degree, preferably in Information Technology.
✔ At least 2 years of work experience in the IT or Support sector, as a developer or as an IT Operations Support, Technical Account Manager, or Application Support Specialist.
✔ Good interpersonal, communication and analytical skills. Able to interact with foreign clients to understand and diagnose their issues. Customer-oriented mindset.
✔ Time management skills, able to triage issues by priority.
✔ Proficiency in English, both written and oral.
✔ Quick learner of new tools and technologies.
✔ Eagerness to get involved with a wide variety of tasks.
 

Other skills that would make your profile stand out

✔ Proficiency in French.
✔ Elementary proficiency with SQL, Kibana and/or a programming language (Java, JavaScript or Python).
✔ Experience with the Atlassian suite of support tools, Zendesk, Salesforce, or Dynamics 365.