ELCA Vietnam
About us
SecuTix is a global software company providing the industry-leading SaaS Ticketing Engagement Platform. Our solution is used by the largest sports clubs, live entertainment businesses, and leading museums…, managing annual sales of about 45 million tickets.
In this role
We are currently seeking an experienced Customer Services (L2 Support) Specialist who will work as part of a team to support the daily needs of our clients.
• Help customers to use our ticketing product in the most efficient way by providing technical support to analyze, reproduce, and identify the root cause of various software glitches across various modules.
• Use your software/application knowledge background daily.
• Research, diagnose, and analyze Customer issues with accurate solutions.
• Ensure Issue Resolution Dates are within SLA. If not, escalate it to the right team member as per internal Escalation Policies.
• Reproduce and document customer bugs for Development Team (L3).
• Have high-speed interaction with Call Center (L1), Development Team, and Product Managers in Vietnam and Europe.
• Effectively communicate, in written form, with customers on tickets to ensure mutual understanding and customer satisfaction.
• Document FAQ/issues faced by the Customers to enrich the internal Knowledge Base for future use.
Expectations
• Bachelor’s degree in Computer Science, Telecommunication, or related.
• At least 2 years of experience working in IT industries.
• Strong analytical skills to investigate and correctly identify the root cause.
• Patience when handling tough cases.
• Good time management skills, able to identify and prioritize urgent/critical requests.
• Strong communication and presentation skills.
• Has a strong customer-oriented mindset.
• A quick learner of new technology tools.
• Proficient in English is required.
• Eagerness to learn, develop, and get involved in a wide range of tasks.
Nice-to-have areas.
• Experience in software (SaaS) technical support or relevant roles (Operations Support, Tech Ops, Product Ops, Technical Account Manager, Application Support Specialist ...).
• Experienced in SQL and/or Kibana is a strong plus.
• Experience with Atlassian, monitoring, and on-call tools.
• Knowing French is a strong plus.
• Knows programming in at least 1 popular Programming language (Java, JavaScript, Python, …).
• Experience with customer service software / Ticket Management Systems (Zendesk, Salesforce, Dynamics365...)
• Strong service mentality, “can do” attitudes, and a strong drive to succeed.
• Ability to work in a dynamic environment and provide recommendation to improve operation.
English
Nói: Intermediate - Đọc: Intermediate - Viết: Intermediate
French
Nói: Intermediate - Đọc: Intermediate - Viết: Intermediate
ELCA is Switzerland’s largest independent software development company. Since 1968, our mission is to implement original and innovative solutions with strong added value. Working together with our clients and partners we guarantee system durability.
For over 15 years our group has been successfully operating an offshore development center in Vietnam.
The decision to open ELCA Vietnam was groundbreaking for the group. In 1998 ELCA was one of the first 100% foreign-owned software companies to open an office in Ho Chi Minh City.
Our projects are highly diversified. We develop on .NET and JAVA platforms and integrate products like SharePoint and CRM. Technologies like web- and mobile applications require the best software and system designers.
Our quality system is the backbone of our success. We all contribute our experiences and have it regularly re-appraised at CMMI maturity level 3.
As part of our culture senior people are involved in training and coaching young talents. This is a key success factor to develop our cloud-based SECUTIX solution.
ELCA Vietnam started with six people. Today we are a production facility with more than a hundred employees. During the same period ELCA Switzerland tripled its workforce to over 450 engineers. We contributed fully to this success and the group has gained in flexibility and reduced its risks.
ELCA’s outsourcing and offshoring model is mature and we believe that our expertise is opening very interesting perspectives for us all.
