CUSTOMER SUPPORT MANAGER, katalon - software testing product

KMS TECHNOLOGY VIETNAM COMPANY LIMITED

Địa điểm làm việc: Hồ Chí Minh

Hết hạn: 10/04/2021

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Việc làm CUSTOMER SUPPORT MANAGER

CUSTOMER SUPPORT MANAGER, KATALON - SOFTWARE TESTING PRODUCT

Location: Ho Chi Minh City

Established in 2009, KMS Technology is a U.S.-based engineering and software services company with development centers in Vietnam. Over 11 years of operation, KMS Technology has been trusted by international clients for the superior quality of products and expertise of Vietnamese engineers.
KMS builds and successfully launches its own software companies through its internal startup incubator, UpStar Labs. Most notable companies include . Under the brand, KMS Solutions, the company serves the Asia Pacific region, offering technology solution consulting and bringing the most advanced and latest technologies to the Asian market.
KMS is committed to making a long-lasting social impact by partnering with non-profit organizations that give disadvantaged students fair and better employment opportunities. The company regularly cooperates with universities, participates in IT training activities and specialized events, and sponsors scholarship programs in Vietnam. The company has received many prestigious industry awards and has been named one of the greatest places to work in Vietnam, Asia, and the U.S. for many years in a row. less

Established in 2009, KMS Technology is a U.S.-based engineering and software services company with development centers in Vietnam. Over 11 years of operation, KMS Technology has been trusted by international clients for the superior quality of products and expertise of Vietnamese engineers. more

Katalon is the market leading test automation software platform with over 750,000 global users, 22,000 monthly active users and is adding approximately 2,500 users per week. As a company, Katalon has been built using a Product Led Growth (PLG) approach since being released into the market for free 4 years ago. Since releasing the paid version in October 2019, Katalon has seen rapid growth in revenue and continues to see extremely strong demand in the market. Katalon has been recognized as the Gartner Peer Insights Customer Choice Award for Test Automation for 2019 and 2020.
Katalon's vision is to become the most popular software quality platform in the world by providing indispensable testing tools for software teams of all sizes. Katalon has already made significant investments in R&D and has a roadmap and plan to build out a comprehensive platform to achieve this vision.
Katalon is foundend funded by KMS Technology, a global technology company with over 1,000 resources in Vietnam and the United States. KMS has an offshore product development business and also created two other software companies in the software testing space: QASymphony (sold to Insight Partners and merged with Tricentis($100M ARR)) and Kobiton (over 350 customers). Katalon has the advantage of operating as it's own company while leveraging the infrastructure and strengths of KMS.
Katalon is currently a team of 60 team members with 30 focused on product. Our goal in building Katalon is to create a global software company with it's core team in Vietnam supplemented by key resources globally
Katalon is committed to each Katalian's (the way we call ourselves) growth, learning, development and his/her entire employment experience. We relentlessly promote growth mindset, innovation, transparency and commitment because we know that our vision is only achieved when our team members succeed. We want you and your ideas to thrive at Katalon. Come join us.

Job Description

The Customer Support (CS) Manager oversees the day to day operations of the function and manage a team of product specialists in resolving customers' tickets. The CS Manager is responsible for maintaining consumer satisfaction through optimizing the support workflow, building self-help content and coordinating the technical resources across CS and Engineering teams to provide efficient solutions for the customers.
The Customer Support Manager is also responsible for driving and delivering key support metrics, best practices, knowledge-based content, and methodologies that ensure the delivery of the service.

Responsibilities:

Optimizing the tickets resolving strategy according to specialists' skillset and allocate resources effectively to maintain the time to respond and satisfaction KPIs
Develop the knowledge-based content to resolve common issues
Handling enterprise accounts' key contacts to ensure a proper support protocol with guidance for specialists to ensure the successful deployment of Katalon solution for these accounts
Coordinate on-call troubleshoot sessions between customers and specialists.
Represent CS team to collaborate with Sales, Engineering, and Success functions
Manage, coaching, and training the specialist to improve the support service capability
Responsible for enabling and delivering the CS function KPIs

Qualifications

Key Qualifications:

Experienced with leading a technical product support service function.
Proficient with software development and testing process and methodology.
Excellent English capability, especially verbal communication.
Familiar with analyzing workflows and optimizing processes.

Bonus Points:

Automation testing experience.
Capability to work under pressure.
Customer-first attitude.
Logical mindset.

Additional Information

Perks You'll Enjoy

Working in one of the Best Places to Work in Vietnam
Building large-scale & latest technology software products
Working & Developing with Passionate & Talented Team
Attractive Salary and Benefits
Flexible working time
Premium health care insurance for you and your loved ones
Company trip in every summer, big annual year-end party every year, team building, etc.
Fitness & sports activities: football, tennis, table-tennis, badminton, yoga, swimming...
Joining community development activities: 1% Pledge, charity every quarter, blood donation, public seminars, career orientation talks,...
Free in-house entertainment facilities (foosball, ping pong, gym...), coffee (latte, cappuccino, espresso) and snack (instant noodles, cookies, candies...)

Nộp hồ sơ liên hệ

KMS TECHNOLOGY VIETNAM COMPANY LIMITED

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KMS Technology, a global market leader in software development, testing services, and top-tier technology consulting offers an integrated suite of cutting-edge solutions that help businesses accelerate product speed-to-market without sacrificing quality. With a customer-centric approach, KMS Technology aims to fuel innovation for organizations by helping to modernize existing systems and bring new software visions to life. Based in Atlanta, GA and with award-winning offices across Vietnam, KMS Technology has a global footprint with a suite of companies targeted to serve clients in their respective regions and industries. KMS Healthcare brings next-generation technology solutions to healthcare software vendors, health plans, life sciences, and providers. KMS Solutions serves the Asia-Pacific market and focuses on banking and financial service-oriented technology solutions. All KMS companies continuously build and successfully launch their own software product companies through its internal incubator, KMS Labs.

Quy mô công ty

Từ 1000 - 5000 nhân viên

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