[English] IT Customer Support Specialist

Job Description:
We seek a qualified Software Customer Support Specialist to ensure our customers have exceptional experience with SimpleMDG. You will provide top- notch technical support, assist in troubleshooting several types of technical issues, and offer professional guidance to help customers make the most of our product. Your dedication to customer happiness is crucial to our mission of delivering high- quality service and cultivating long- term customer relationships. Standout candidates will be excellent problem- solvers with outstanding communication and customer service skills.
Responsibilities:

Maintain and improve internal and customer- facing knowledge base.
Track ticket status, update customers regularly, and follow SLA and support processes.
Handle tickets end- to- end, aiming for first reply resolution when possible.
Receive, analyze, and handle customer issues related to system usage, bugs, or incidents.
Participate in shift/on- call rotation to support international customers when required.
Communicate/Engage with customers via email, portal, chat or call with clear, professional, and empathetic responses.
Resolve common issues independently; coordinate with Support Squad for bug fixing and complex cases.

Influence stakeholders via persuasion, negotiation and consensus- building
Strong communication skills, customer empathy, and ownership mindset.
2–3 years of experience in Software / Application Customer Support.
Analytical, process- oriented, and able to learn new systems quickly.
Fluent English (written & verbal).
Experience with ticket systems (e.g. Jira, Service Desk) is a plus.

Laptop, Chế độ bảo hiểm, Du Lịch, Chế độ thưởng, Chăm sóc sức khỏe, Đào tạo, Tăng lương, Nghỉ phép năm

Cập nhật gần nhất lúc: 2026-02-09 06:45:02