About Company
IVIS GROUP is the Multi-channel Expert, a leading UK Microsoft Gold Partner developing innovative, award-winning e-business solutions for the past 12 years. We are the technology partner behind Tesco.com, the world’s most successful online grocery retailer. Our flagship product is Sonetto, a rules-based information management system that is the first commercial implementation of the Semantic Web. We are growing tremendously since the year 2007. As part of our continuous expansion, we are looking for exceptional professionals to join our Malaysia team. We are committed to finding the best candidates who possess a desire to learn and grow. To achieve this aim, we ensure all our employees who have the opportunity of rapid progression within the organization and have a commitment to training our employees both internally and externally.
Job Description
Log and respond to customer requests for support via phone, e-mail, and web interface via our call tracking system.
Establish a commitment to customer service and build good rapport with customers.
Successfully triage customer issues, conduct any necessary research, and provide solutions back to the customers.
Take ownership, responsibility and do what it is necessary to research the issue and escalate it when appropriate.
Provides product and solution expertise to customer and other team members.
Acts as liaison between customer and other IVIS teams.
Provides updates and status to the support team lead and others, as appropriate, on customer issues.
Providing Knowledge Base Content
Accurately document case descriptions, updates and solutions
Providing guidance on configuring Sonetto Product Suite
Documenting details of customer support calls and questions
Supports end user training activities
Provides functional support to customer post implementation
Support the development of Sonetto Product suite user and training documentation
Develop strong working relationships with customers and other IVIS Group team members
Collaborates with Product Management, Product Development, Product Integration, Sales and Marketing and other Professional Services practices
Develops and enhances the support practice processes and best practice
Provides input into Sonetto product roadmap
Soft Skills:
Demonstrates customer service ethics and core values
Prior software helpdesk/customer support or retail experience preferred
Is a team player and works well in a highly active atmosphere
Demonstrates initiative and is inquisitive
Demonstrates excellent communication skills and is adept at customer management
Any retail knowledge and/or experience a plus
Bachelor's degree or equivalent in Computer Science preferred
Knowledge of Windows OS, Batch Scripting, XML, SQL Server and SQL required.
Other technology knowledge desired includes: XSL, C#, ASP.NET
Solid work ethic with a willingness to work overtime
Demonstrated ability to work in an independent environment
Demonstrated ability to quickly learn
Ability to make sound decisions with a high degree of problem solving capability
Proven trouble shooting skills and good customer relationships skills
Organised
Meets commitments
Flexible and a strong team player
Travel may be required
Applicants should be Malaysian citizens or hold relevant residence status. All applications will be dealt with in the strictest of confidence.
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