Introduction

Industry: Software developer

Location: Phnom Penh

Roles and Responsibilities

• Customer Support: Respond to customer inquiries and provide guidance on how to use the system/application. This might involve guiding a user through a complex feature.
• Issue Resolution: Assist customers in troubleshooting issues they encounter while using the system. This might involve walking the customer through a series of steps to solve a problem, or it might involve escalating a more complex issue to a higher level of support or the development team.
• Feedback Collection: Collect and categorize feedback from customers. This could be feedback about potential bugs, feature requests, user interface improvements, etc. This feedback is then communicated to the appropriate teams in the company.
• Customer Satisfaction: Ensure customer satisfaction by providing timely, accurate, and friendly service. This often involves balancing the needs and wants of the customer with the policies and capabilities of the company.
• Documentation & Knowledge Sharing: Contribute to support resources, such as FAQs, knowledge base articles, and tutorial videos. This not only helps customers find solutions on their own, but also helps other customer service representatives handle similar issues in the future.
• Product Knowledge: Maintain a deep understanding of the software products being supported. This involves staying updated on new features, known issues, and best practices.
• Cross Functional Collaboration: Work with other teams in the company, such as product, engineering, and sales, to provide the best possible service to customers. This might involve sharing customer feedback, alerting other teams to urgent issues, or coordinating on product releases.

Requirements

• Excellent communication skills, both written and verbal.
• Strong problem-solving abilities.
• Experience with customer support or a similar role is a plus.
• Knowledge of the software being supported or similar software products.
• Ability to work in a fast-paced environment and handle multiple tasks at once.
• Familiarity with customer support tools and ticketing systems, such as YouTrack and JIRA.
• Basic understanding of software technologies.
• High level of patience and professionalism when dealing with challenging situations or customers.

Other information

HOW TO APPLY:
Interested candidates kindly send over your CV to:
Email: apply@cogencg.com
Telegram: 098 533 123 / CoGen HR Recruiters