Customer Support Specialist - San Jose, CA - Kegmil

    Kegmil
    Kegmil San Jose, CA

    18 hours ago

    Description

    Customer Support Specialist

    About Kegmil: Kegmil is a holistic solution provider of mission-critical Enterprise Systems, with a spike in Field Service Management software-as-a-service. We are a global team serving international clients, and strongly backed by Mitsubishi Electric (a world-leading manufacturer of products ranging from home electronics to satellite systems, headquartered in Japan).

    Our cloud-based, AI-enabled Field Service Management solution is #1 amongst B2B clients in Southeast Asia and is adopted across various industries such as Elevator & Escalator, Data Center, Medical Equipment, Defence & Aerospace, Marine Offshore, etc.

    Our offerings expand to Enterprise Resource Planning (ERP) systems integration and deployment - including Inventory Management Systems (IMS), HR Information Systems (HRIS), Customer Relationship Management (CRM), Procurement Systems and others.

    Location: HCMC or Remote

    Job Type: Full-time

    Job Description: We are looking for a dedicated Customer Support Specialist who is passionate about providing solutions and enhancing user experience through expert support and proactive engagement. This role requires a keen interest in technology, a deep understanding of our products, and the ability to troubleshoot and communicate effectively across multiple platforms.

    Responsibilities:

    • Customer Interaction: Provide support to users across multiple channels, ensuring high-quality assistance with a proactive approach.
    • Product Expertise: Develop a deep understanding of the product and its industry, mastering the functionalities and interconnections of all features.
    • Problem Solving: Exhibit strong problem-solving skills with the ability to find effective workarounds for user issues.
    • Issue Reproduction: Attempt to reproduce reported issues, clarify with users when incidents are not bugs, and coordinate closely with the development team to resolve production issues aggressively.
    • Customer Onboarding: Understand customer needs thoroughly, set up tenant environments, and guide new users on how to effectively utilize the platform.
    • Feedback Management: Collect and analyze customer feedback, providing detailed reports to enhance product development and support.
    • Organizational Skills: Manage multiple tasks and priorities efficiently, maintaining a high level of organization and attention to detail.
    • AI Tools: Utilize artificial intelligence tools to augment support processes and improve customer interaction.
    • Language and Communication: Demonstrate excellent command of the English language, both in writing and speaking.

    Requirements:

    • Passion for technology and strong willingness to learn continuously.
    • Experience in customer support or a related field, with a track record of solving complex customer issues.
    • Excellent problem-solving skills and the ability to operate independently to find solutions.
    • Experience in managing customer interactions across various communication channels.
    • Ability to work effectively in a fast-paced, dynamic environment.
    • Open-minded and growth-oriented, with a strong desire to contribute to team and product development.
    • Proficiency in using AI tools to enhance customer support tasks is preferred.

    Qualifications:

    • Bachelor's degree in a relevant field (e.g., Business Administration, Information Technology) or equivalent practical experience.
    • Strong interpersonal and communication skills.
    • Proficient in English (English command must be good)
    Kegmil

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