Customer Support Specialist

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 :

Qualifications :