Job Summary
Job description
Overview of job
We are looking for a motivated Senior or Lead Application Support Analyst for a flourishing Smart Home/IoT project to join our Ho Chi Minh City office. This role will manage a small team of technical support analysts to support an important APAC client.
Responsibilities
- Manage team of 4-6 technical support analysts
- Troubleshoot, reproduce and debug a wide range of technical issues, respond to product related questions and help to resolve concerns of the users
- Ticket triage; receipt, validation, recording and first-line severity confirmation, prioritization
- Acknowledgement of tickets and communication with 2nd-tier call center team
- Management reporting
- Direct support team's activities
Why You'll Love Working Here
- 19 annual leave days.
- Your health (and your family members') are the most important to us, so we make healthcare package available from your start date
- We are sure that we participate in Social, Health, and Unemployment Insurance with your full salary.
- 13th-month salary is an obvious thing in our office
- Regular assessments and salary reviews
- Free English classes and unlimited self-service training
- Friendly team and creative atmosphere
- Flexible working schedule
Job Requirement
Your Skills and Experience
Requirements
- Minimum Bachelor's degree in Computer Science, Software Engineering, or related disciplines
- At least 3 years working in the application technical support team
- Minimum 1 year of leadership experience in technical support position as a unit leader and able to manage 4-6 members
- Sufficient technical knowledge to review tickets; solid experience in troubleshooting, investigating root cause etc. across a range of systems and technologies
- Customer service mindset and very good at communicating with the support team and end-users
- Upper-intermediate (CEFR B2) or higher level of spoken and written English
Nice to have
- Ability to communicate in written or verbal Japanese will be a big advantage, but not required
- Technical knowledge in Java, Android, iOS
- ITIL or other ITSM qualifications/experience
Note:
- Full-time in the office and follow Japan time zone
- To work in a secure area with specific requirements
Languages
-
English
Speaking: Intermediate - Reading: Intermediate - Writing: Intermediate
-
Japanese
Speaking: Intermediate - Reading: Intermediate - Writing: Intermediate
Technical Skill
- Java
- Android
- iOS
- ITIL
- ITSM
COMPETENCES
- Team Leadership
- Customer Care
BUSINESS PROFILE
EPAM Systems Inc. is a leading global provider of digital platform engineering and software development services.
Since 1993, EPAM Systems, Inc. (NYSE: EPAM), has leveraged its core engineering expertise to become a leading global product development and digital platform engineering services company.
Vietnam is the most recent location that EPAM has established office. This is your opportunity to join an organization in start-up mode that plans to (at least) double in size every 2-3 years. We are looking for excellent employees that want to see a similar growth in their careers.