Product Development

Product Support Specialist

RESPOBSIBILITIES:

  • Manage support ticket from internals team (Account management , Data research, Engagement operation) and customer when required
  • Investigate and initial fix problem to internals team
  • Respond to internal teams queries in a timely and accurate way, via phone, email or chat
  • Identify internal teams needs to help customers use specific features
  • Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
  • Update our internal databases with information about technical issues and useful discussions with internal teams
  • Monitor customer complaints from internal teams to provide assistance
  • Follow up with internal teams to ensure their technical issues are resolved
  • Gather customer feedback and share with our Product Owners
  • Assist in training junior Customer Support Representatives
  • Knowing our products inside and out so that you can answer questions.
  • Build Product support knowledge and FAQ for make internal teams can work easier

 

REQUIRED SKILLS:

  • Product Knowledge
  • Customer Service
  • Documentation Skills
  • Patience
  • Negotiation
  • Positive Attitude
  • Analysis
  • Problem Solving
  • Organizational Skills
  • Computer Skills

 

QUALIFICATIONS:

  • Bachelor’s degree in any field
  • Applicants aged between 25-35
  • Ability to stay calm when customers are stressed or upset
  • Comfortable using computers
  • Experience working with customer support at least 2 years 
  • Love and passionate in social media; especially Facebook, LINE, Instagram
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