Check with seller Việc làm Hồ Chí Minh tuyển gấp L1- Customer Support Manager Thành Phố Hồ Chí Minh

Mô tả công việc - Ensure that L1 Support provides timely and accurate support on a daily basis and ensure that all individual and team KPIs are met; alert the Director of Support to any risks which would make it impossible to meet those KPIs and work with the Director of Support to mitigate those risks - Collaborate with the L2 Support Manager to streamline escalations between L1 and L2 and regularly monitor the health of the escalations between these groups - Identify ways to improve the customer support experience throughout the lifecycle of a ticket - Manage the L1 Support team and work with L1 Team Leads to evaluate performance of staff within the team on an ongoing basis as well as via periodic performance reviews - Recruit and train new L1 Customer Advocates and monitor the performance of new hires during the onboarding period - Work with L1 Team Leads to continuously ensure that the professional development needs of the team are being met and that employees are happy and fulfilled - Provide customer feedback to key stakeholders in Product, Engineering, Sales, and Marketing and ensure feedback and news from these departments is communicated to the L1 Support team - Maintain first-hand product and support process knowledge by working support deliverables 20% of the time Quyền lợi được hưởng - “FPT care” health insurance and is exclusive for FPT employees. - Company shuttle buses provide convenient way of transportation for all employees. - Salary review 1 time/year or on excellent performance - International, dynamic, friendly working environment - Annual Summer Vacation: follows company’s policy - Other allowances: lunch allowance, working on-site allowance, etc. - Annual leave, working conditions follow Vietnam labor laws. - Fville/Ftown Campus provides many facilities for FPT employees such as football ground, basketball & volleyball, gym room, Coffee Shop, etc. Yêu cầu kỹ năng - Experience with establishing and monitoring support metrics and KPIs, and analytics tools and techniques used therein - Excellent written and verbal communication skills and customer empathy - Ability to form and lead strong multi-functional teams to achieve company and customer (internal or external) objectives. - Good educational background, preferably in the fields of computer science. - Strong personnel management skills and a genuine desire to make the L1 Support team a fulfilling and supportive team - Minimum of 3-5 years work experience as a team lead or manager in the Customer Support space, especially L1 support – Call center and Helpdesk. - - Have knowledge about AMS Processes is a plus - Experience managing multiple projects simultaneously. - Solid organizational skills including attention to detail and multi-tasking skills. - Proficient Verbal and Written English Skill.

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