Senior l2 customer services specialist

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!