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Inspectorio

Customer Support Lead II

Customer Success – Ho Chi Minh City, Vietnam
Department Customer Success
Employment Type Full-Time
Minimum Experience Mid-level

ABOUT US

Inspectorio is a cloud-based SaaS solution focused on creating a dynamic and risk-assessment based Quality and Compliance program with the goal of generating more sustainable and transparent supply chains.  Our network is a one-stop-shop platform where all key stakeholders in the production process can connect to execute, monitor, and report on Quality and Compliance activities. Our products provide digitization, automation, transparency and traceability, with a strong focus on advanced analytics & Machine Learning. This enables us to leverage customer data for predictive insights, and dynamic risk-based interventions. 

Founded in the United States of America in 2016, Inspectorio is headquartered in Minneapolis, with R&D labs in Ho Chi Minh City, Vietnam, and Minsk, Belarus in addition to offices in Hangzhou, China. We are the only Vietnam based Techstars alumni company, and we are proud to provide our technology to leading retailers and brands around the globe such as Target, Kohl's, Vera Bradley, G-III, JCPenney, Mango, and many others.

Get to know more about our world-class team and our company values by visiting our careers page at https://www.inspectorio.com/careers/

 

JOB SUMMARY

The Customer Support Lead II will be mainly responsible for providing consultation and technical support to both customers and internal teams through online communication or telephone, and timely communication with other teams (Product and Development team) about customer feedbacks so as to drive product development and innovation, which help in providing better services to customers.

 

RESPONSIBILITIES

 

  • Primarily own and manage support tickets escalated for level 2 resolution
  • CS/Support Team’s First Line of Contact for customer issues needing next level technical support
  • Support user questions/concerns via email support and chat support channels
  • Escalate and follow-up on Tier 3 system issues/bugs requiring developer’s support until successful resolution
  • Field and communicate client feedback via Support channels to appropriate internal teams to help drive the user-centric evolution of Inspectorio
  • Collaborate with Customer Success and Engineering and across other teams to use customer feedback to drive product development and innovation.
  • Execute tasks according to defined processes and procedures consistently.

 

REQUIREMENTS

 

  • Bachelor’s degree in IT, Computer Science or Information Management
  • At least 2 years experience in a customer-facing role in a technical support capacity and function
  • Presents very organized and structured thinking for planning and execution purposes
  • Utilize forward-thinking to implement creative ways to solve complex customer challenges

 

COMPETENCIES

 

  • Knowledge in troubleshooting scripts
  • Knowledge in doing mobile testing
  • Solid knowledge of Postman and other similar tools
  • Exceptional organizational and analytical skills
  • Excellent communication and presentation skills
  • Ability to analyze and utilize data to drive insights related to product, user education, and support improvements
  • Ability to make timely decisions and have sound judgment
  • Ability to collaborate within internal, cross-functional and cross-cultural teams (e.g. product management, other customer success team members, customer support, sales and operations) to deliver effective solutions to customers
  • Strong individual contributor with a commitment to the customer

 

KEY TRAITS (listed based on importance):

 

  • Excellent spoken and written English
  • Passionate/excited for new, emerging technologies
  • Creative problem solver- non-linear thinker
  • Willingness to learn (coachable)
  • Clear communicator (written and spoken)
  • Relationship builder

 

Why it would be awesome to work with us

BE HEALTHY

We recognize that our employees are the key to our success. Healthier employees are happier employees who perform well! We not only provide health insurance benefits, but we also get out of the office for fun activities like weekly soccer games.

HAVE FUN

Having fun makes work much more enjoyable. We host company foosball tournaments and events to make sure our employees feel the love. Events may vary by office location, but the sentiment is the same: Fun matters.

COMMITMENT

When you join Inspectorio, you join a team. You have our leadership’s commitment to treat all team members with respect. All our team members commit to performing the best for each other, and our customers.

Thank You
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  • Location
    Ho Chi Minh City, Vietnam
  • Department
    Customer Success
  • Employment Type
    Full-Time
  • Minimum Experience
    Mid-level
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