Software Support Professional

NIC's Client
Job Description

Key Responsibilities:
- Responsible for responding to customer inquiries on the telephone, through on-line methods, and by e-mail.
- Communicates with customers to help them understand how to use the SOFTWARE product properly.
- Direct customers to the correct channels for their inquiries as necessary.
- Responsible for solving customer TECHNICAL problems that arise from the use of the product.
- Maintain ongoing record of problem analysis and resolution activities in on-line incident management system.
- Conduct independent case research using company supplied research tools, databases, knowledge bases, etc., in order to find solutions to customer reported problems.
- Create and update TECHNICAL content in an on-line knowledge base.
- Is an expert in one or more subsystems or platforms and provides training and consulting for area of expertise - works toward in-depth TECHNICAL KNOWLEDGE on additional subsystems and platforms.
- Interfaces with customers on general and specific issues within area of functional expertise.
- Act as a liaison on public-facing customer channels as necessary.
- Provides on-call support as assigned, which may require carrying a pager.
- Take ownership of early/late shift depending on assignment.
- Other duties as assigned to meet business needs.

- Very good at communication in English is a must.
German or French is a good plus.
- Bachelor’s degree in Information Technology or equivalent work experience. ITIL V3 certification is a plus.
- At least 3 years experience with Windows and/or UNIX/Linux Operating Systems support
- System knowledge & interrelationships of systems including Oracle & SQL Server; TCP/ IP; Enterprise Software (ex: Informatica, Peoplesoft, Oracle, E-Business Suite, SAP…). Job scheduling product knowledge is a plus.
- Strong PC skills including MS Office applications.
- Complex system troubleshooting skills, customer service skills.
- Self-starting personality, unafraid to display initiative and innovation on the job.
- Quick at understanding and motivated to learn new concepts.
- Verbal, written & interpersonal communication skills.
- Ability to work independently and be self-motivated.
- Strong analytical and problem-solving skills.
- Ability to work effectively in a team environment.
- Ability to think analytically.

- Private Healthcare insurance coverage
- Challenging and diversified tasks
- Excellent career opportunities in an expanding & international team
- Traveling to Europe and the US
- Workshop & training course (technical skills, soft skills, English skills …)
- Annual bonus: 2 times/ year. Bonus for Vietnam national days celebrating
- Salary review every Fiscal Year
- Free lunch, free snacks, very good team spirit, creative atmospheres...

Job Requirements

- Required Number: 0

- Year Experience: 3 Years

- Minimum Career Level: Experienced

- Minimum Education Level: Bachelor Degree

- Job Skills:

- Language:

- Computer Skill:

- Non Technology Skill:

- Others skill:

Job Overview

Job Title
Software Support Professional

Experience Level

Range Of Age

- Gender: All

Working Type

Salary Range

Work Location
Ha Noi

- Job Category: IT - Software

- Benefits:

- Profile Consist:


Đinh Xuân Hương


Tel: +84-4 3971 2763 (ext: 132)

Mobile: NA


Contact Us

- Contact Person: Đinh Xuân Hương
- Email:
- Tel: +84-4 3971 2763 (ext: 132)
- Mobile: NA