Customer Support Specialist

About Kegmil: Kegmil is a holistic solution provider of mission-critical Enterprise Systems, with a spike in Field Service Management software-as-a-service. We are a global team serving international clients, and strongly backed by Mitsubishi Electric (a world-leading manufacturer of products ranging from home electronics to satellite systems, headquartered in Japan)

Our cloud-based, AI-enabled Field Service Management solution is #1 amongst B2B clients in Southeast Asia and is adopted across various industries such as Elevator & Escalator, Data Center, Medical Equipment, Defence & Aerospace, Marine Offshore, etc.

Our offerings expand to Enterprise Resource Planning (ERP) systems integration and deployment – including Inventory Management Systems (IMS), HR Information Systems (HRIS), Customer Relationship Management (CRM), Procurement Systems and others

Location: HCMC or Remote

Job Type: Full-time

Job Description: We are looking for a dedicated Customer Support Specialist who is passionate about providing solutions and enhancing user experience through expert support and proactive engagement. This role requires a keen interest in technology, a deep understanding of our products, and the ability to troubleshoot and communicate effectively across multiple platforms.

Responsibilities

• Customer Interaction: Provide support to users across multiple channels, ensuring high-quality assistance with a proactive approach.
• Product Expertise: Develop a deep understanding of the product and its industry, mastering the functionalities and interconnections of all features.
• Problem Solving: Exhibit strong problem-solving skills with the ability to find effective workarounds for user issues.
• Issue Reproduction: Attempt to reproduce reported issues, clarify with users when incidents are not bugs, and coordinate closely with the development team to resolve production issues aggressively.
• Customer Onboarding: Understand customer needs thoroughly, set up tenant environments, and guide new users on how to effectively utilize the platform.
• Feedback Management: Collect and analyze customer feedback, providing detailed reports to enhance product development and support.
• Organizational Skills: Manage multiple tasks and priorities efficiently, maintaining a high level of organization and attention to detail.
• AI Tools: Utilize artificial intelligence tools to augment support processes and improve customer interaction.
• Language and Communication: Demonstrate excellent command of the English language, both in writing and speaking.

Requirements

• Passion for technology and strong willingness to learn continuously.
• Experience in customer support or a related field, with a track record of solving complex customer issues.
• Excellent problem-solving skills and the ability to operate independently to find solutions.
• Experience in managing customer interactions across various communication channels.
• Ability to work effectively in a fast-paced, dynamic environment.
• Open-minded and growth-oriented, with a strong desire to contribute to team and product development.
• Proficiency in using AI tools to enhance customer support tasks is preferred.

Qualifications

• Bachelor’s degree in a relevant field (e.g., Business Administration, Information Technology) or equivalent practical experience.
• Strong interpersonal and communication skills.
• Proficient in English (English command must be good)