L1 – Customer Support Manager

Job Description

• 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
• 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
• Identify ways to improve the customer support experience throughout the lifecycle of a ticket
• Collaborate with the L2 Support Manager to streamline escalations between L1 and L2 and regularly monitor the health of the escalations between these groups
• 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
• 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
• Maintain first-hand product and support process knowledge by working support deliverables 20% of the time

Job Qualification
• 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.
• Good educational background, preferably in the fields of computer science.
• 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
• Strong personnel management skills and a genuine desire to make the L1 Support team a fulfilling and supportive team
• Experience managing multiple projects simultaneously.
• Ability to form and lead strong multi-functional teams to achieve company and customer (internal or external) objectives.
• Solid organizational skills including attention to detail and multi-tasking skills.
• Have knowledge about AMS Processes is a plus
• Proficient Verbal and Written English Skill.

Benefit
• Attractive Income Package
• Sponsorship for Training and International Certificates.
• FPT Care: exclusive health insurance for FPT employees.
• Company shuttle buses provide convenient way of transportation for all employees
• Salary review once a year or on excellent performance
• International, dynamic, friendly working environment
• Annual leaves and fringe benefits followed Vietnam labor laws, beside additional: working on-site allowance, etc.
• F-town Campus provides many facilities for FPT employees such as football ground, basketball & volleyball, gym room, Coffee Shop, etc.

Contact
Interested candidates should click Apply button to submit a completed Curriculum Vitae/ Resume and Cover Letter to:
Recruitment Department – FPT Software Workforce Development
Contact Person : Ms. Nguyen Thi Kieu Phuong
Email : [email protected]