Application Support Engineer [ERP]
FWPartners.Asia tuyển vị trí Kỹ sư Hỗ trợ Ứng dụng (ERP) làm việc từ xa tại Việt Nam, hợp đồng toàn thời gian. Bạn sẽ chịu trách nhiệm hỗ trợ kỹ thuật cấp 1 & 2 cho hệ thống phần mềm ERP, quản lý ticket, phối hợp giữa khách hàng và bộ phận hỗ trợ, giám sát portal/email tiếp nhận ticket mới và đóng góp vào kho kiến thức hỗ trợ. Đặc biệt, bạn sẽ có cơ hội phát triển, tham gia các buổi đào tạo và kiểm tra định kỳ với quản lý.
Để ứng tuyển, bạn cần ít nhất 3 năm kinh nghiệm trong lĩnh vực Hỗ trợ ứng dụng, am hiểu sản phẩm ERP, có kỹ năng viết tài liệu tốt và tốt nghiệp ngành IT, Khoa học hoặc Kinh doanh là lợi thế. Ứng viên cần có kỹ năng giao tiếp xuất sắc, làm việc độc lập, ưu tiên ứng viên chi tiết, phân tích tốt và biết phối hợp nhóm.
Company: FWPartners.Asia
Company description: We provide expert advice and practical assistance to businesses and organizations on how to best set the business in Vietnam & SEA to achieve their goals.
Primary description: FWPartners.Asia · Vietnam (Remote)
Description: The primary objective for the Offshore Support Analyst (ERP Software System) is to provide 1st and 2nd level support for the software solutions deployed and developed by the company, demonstrating excellent Customer service and delivering high levels of product and technical support to Customers, Partners, and internal resources.
RESPONSIBILITIES
The Offshore Support Analyst will have the following responsibilities to support the role objectives:
Support
- Provide 1st & 2nd Level Support for relevant applications.
- Maintain and manage personal Support Ticket queue in the company’s ticketing system.
- Log and maintain tickets logged with EpicCare and liaise between the customer and Epicor Support resources.
- Monitor the unassigned queue in the Ever-Assist Customer portal and Support inbox for incoming activity.
- Contribute to the Company Products Support Knowledge Base.
- Attend team huddles and breakout sessions twice a week.
- Gain and maintain certification in Company products (specific certifications to be negotiated with the Manager).
Communication
- Daily check-ins with the Manager.
- Attend a 1:1 session with the Manager weekly.
- Participate in Quarterly and Annual Reviews with the Manager.
- Liaise with Channel Partners (Epicor, etc.) as required.
- Liaise with Customers as required.
Administration
- Enter Time & Expenses for time worked or consumed as leave.
- Attend Quarterly Staff Meetings remotely.
Other
- Follow the company's Policies and Procedures.
- Adhere to the company's Code of Conduct.
- Other duties as required.
WORKING RELATIONSHIPS
The Offshore Support Analyst has the following working relationships with other roles in the organization:
- Reports to the Support Manager.
- Coordinates with the Support Team Leader.
- Liaise with Another Team Support for Level 3 Support as required.
QUALIFICATIONS
- At least 3 years of experience as a Support Analyst.
- Good knowledge of Products.
- Clear and concise documentation skills.
- Business, IT, or Science/IT tertiary qualifications are highly regarded.
PERSONAL QUALIFIES
- Excellent communication and interpersonal skills.
- Ability to work independently and prioritize tasks effectively.
- Detail-oriented with strong analytical and problem-solving abilities.
- Ability to work collaboratively with various stakeholders.
- Excellent documentation skills.
Location: Vietnam
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