Kegmil
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‑mind 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)
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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‑mind 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)
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