Customer Support Representative

GrapeSEED is an innovative media and content production company specializing in creating cutting-edge educational materials for language acquisition. We are committed to delivering exceptional customer service and technical support to ensure our customers maximize the value of our products.

Job Overview: We are seeking a motivated and customer-focused individual to join our team as a Customer Support Representative. The ideal candidate will be responsible for providing technical assistance and support to users of our software products. You will act as the first point of contact for customers, addressing inquiries, troubleshooting issues, and ensuring a positive customer experience.

Key Responsibilities:

• Customer Support: Deliver prompt and professional assistance to customers through the company’s authorized support platforms.

• Customer Satisfaction: Provide proactive, professional, and timely support to ensure a high level of customer satisfaction.

• Issue Resolution: Identify and resolve technical and software-related issues, guiding customers through step-by-step solutions.

• Ticket Management: Monitor, prioritize, and resolve customer support tickets within the agreed service levels.

• Escalation: Work closely with technical teams to escalate and follow up on complex issues, ensuring they are resolved promptly.

• Product Knowledge: Gain in-depth knowledge of our software products to assist customers with feature usage, troubleshooting, and best practices.

• Software Testing: Familiarity with basic software testing methodologies to identify and reproduce customer-reported bugs.

• Troubleshooting and Problem-Solving: Ability to diagnose and resolve software-related issues, including installation problems, bugs, and compatibility issues.

• Process and Procedures: Ensure alignment with company process and procedures

• Engagement and Collaboration: Foster positive and proactive engagement with customers, support team members, and all stakeholders involved in the resolution process.

• Support Milestones: Provide timely and quality support during key milestones, such as product releases, redesigns, and reengineering efforts.

• Reporting: Generate reports and provide recommendations that inform management decisions regarding product features, functionality, and customer satisfaction.

• Documentation: Develop and maintain support documentation, FAQs, and user guides to empower customers to resolve issues independently.

• Feedback: Gather and relay customer feedback to the product development team to enhance future software updates.

• Training: Conduct training sessions to stakeholders based on needs and directions to supervisor

Qualifications:

• Education: Bachelor’s degree in a computer science or equivalent work experience. Graduates from foreign language universities - English majors are also welcome.

• Experience: Min 2-3 years of experience in customer support, particularly with software products or SaaS.

• Communication and Language: Strong verbal and written communication skills, with the ability to explain complex technical concepts clearly and concisely in English.

• Technical Skills: Good foundation knowledge of software and apps installations and configurations, different operating systems and environments, systems designs and integrations.

• Service Management: Proficiency with software applications, troubleshooting, and ticketing systems like Atlassian suite (Jira Service Desk, Confluence)

• Problem-Solving: Excellent analytical skills to diagnose issues and provide effective solutions.

• Customer-Centric: A passion for helping customers and a commitment to delivering an outstanding customer experience.

• Team Collaboration: Ability to work effectively in a team environment while independently managing tasks.

Benefits

• Professional, international environment

• Bonuses 2x/year depending on performance

• Vietnamese health insurance and social insurance

• Annual company vacation and family events