Software Support Engineer

The Software Helpdesk/Support staff will be educated on our Microsoft Dynamics/HRM software solutions then provide on-going support services to the clients.
NAVIWORLD OFFERS
- 13th month salary and performance bonus, salary review once a year
- Social insurance, annual health check and healthcare program of PTI Insurance
- Professional training
- Dynamic working environment, stable career development in world-class products and leading industry.
- 12 to 18 days of annual leave per year
- Opportunities of working with large domestic and foreign customers
- Attending internal/external events of company such as team buildings, traveling etc.
JOB DESCRIPTION:
This position requires knowledge of Dynamics/HRM software functions so Helpdesk/Support staff will be trained on the solutions as well as handed over by solution implementation team.
- Manage customer support tickets and ensure tickets are handled and updated timely.
- Daily receive call/email, guide customers to create support tickets via support hotline/ portal;
- Classify issues for resolution, i.e. in scope/ out scope of support contracts/responsibilities, issue level
- Ensure to forward complicated issues to suitable specialists
- Provide help, guidance and recommendations to customers, update and inform clients of issue status
- Prepare reports on software issues by clients and periods
- Participate in internal training as well as self-study
- Perform other duties when required