Explorance

Customer Support Analyst

Explorance

full-time

Posted on:

Location Type: Office

Location: Ho Chi Minh City • 🇻🇳 Vietnam

Visit company website
✨ AI Apply
Apply

Job Level

Mid-LevelSenior

Tech Stack

CloudMS SQL ServerOracleSQL

About the role

  • Serve as a single point of contact while effectively and cooperatively providing superior customer support and problem resolution
  • Create service requests and properly document all customer interactions and troubleshooting actions in the department's case management system
  • Provide tier 2/3 functional and technical support on Explorance software solutions
  • Configure and implement new functionality in the Explorance software solutions
  • Log, prioritize, research, and accurately resolve complex customer inquiries and problems in a timely manner while meeting or exceeding SLAs
  • Provide detailed reporting, identify functionalities, and provide status updates on identified issues internally and with the client until the customer support case is resolved
  • Assist in new implementations, installations, upgrades and migrations of existing customers systems
  • Investigate issues with customer IT systems such as: SSO, LMS, SIS, HRIS
  • Provide basic technical and web application training to new customers when required
  • Communicate and coordinate with internal departments when addressing software bugs or new releases
  • Occasionally perform Quality Assurance tasks for testing of new software versions
  • Follow procedures, and continually improve internal processes for maintenance of solutions that are in production
  • Collaborate with developers and QA team for high quality, delivery on time

Requirements

  • 3-5 years’ experience in IT related field
  • Minimum 3 years customer support/technical support experience with enterprise software
  • Relevant technical work experience, deploying web applications in IIS including server and network administration.
  • Experience with system integration, good understanding of product architecture, infrastructure components, databases, cloud systems, and virtualization
  • Strong analytical problem solving and decision making skills
  • Experience working with multiple stakeholders in a problem-solving environment
  • Exceptional communication skills, both oral and written with client interaction experience at executive levels
  • Ability to handle difficult or sensitive situations with diplomacy and tact
  • Excellent time management and organizational skills
  • Creative, self-motivated, with good interpersonal skills
  • Ability to work independently and as part of a team
  • Attention to detail
  • Experience with SQL/Oracle Database querying and with MS Excel
  • Setup and administration skills for MS Windows servers, MS SQL Server installation and configuration
Benefits
  • Competitive salary
  • Flexible work hours
  • Professional development budget
  • Home office setup allowance
  • Global team events

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer supporttechnical supportweb applicationsIISsystem integrationSQLOracle DatabaseMS ExcelMS Windows serversMS SQL Server
Soft skills
analytical problem solvingdecision makingcommunicationdiplomacytime managementorganizational skillsinterpersonal skillsself-motivatedattention to detailteam collaboration