Why you'll 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

Customer Services Specialist (SQL, Kibana, Salesforce, Dynamics365)

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.

  • Assist our customers by providing technical assistance on our product.
  • When a customer reports an issue with the system, diagnose it, reproduce it and whenever possible propose a solution or a workaround. When no solution can be found, document the issue and escalate it to the engineering team (Level 3).
  • Communicate in written form with our customers through the support platform to zero-in on their issues and keep them informed with their resolution.
  • Ensure that issues are resolved within the agreed Service-Level Agreement (“SLA”). In case of deviation, follow the escalation process.
  • Once an issue is closed, document it and its resolution in details to enrich our knowledge base and our FAQ.
  • We will train you to become an expert on our product.
  • You will be interacting with our call center (Level 1 Support), our customers, the development team, and our product managers. These stakeholders are based in Europe, the US, Vietnam and other countries.
  • You will occasionally need to be on-call, ready to respond in case of incident, outside of office hours (nighttime in Vietnam) and will be compensated when that happens.

About your profile

Your profile


Necessary skills

  • Bachelor’s degree, preferably in Information Technology.
  • At least 2 years of work experience in the IT or Support sector, as a developer or as an IT Operations Support, Technical Account Manager, or Application Support Specialist.
  • Good interpersonal, communication and analytical skills. Able to interact with foreign clients to understand and diagnose their issues. Customer-oriented mindset.
  • Time management skills, able to triage issues by priority.
  • Proficiency in English, both written and oral.
  • Quick learner of new tools and technologies.
  • Eagerness to get involved with a wide variety of tasks.

Other skills that would make your profile stand out

  • Proficiency in French.
  • Elementary proficiency with SQL, Kibana and/or a programming language (Java, JavaScript or Python).
  • Experience with the Atlassian suite of support tools, Zendesk, Salesforce, or Dynamics 365.

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