Senior Application Support Engineer

Join Amity Solutions! 

At Amity Solutions, we are driven by a powerful vision: to revolutionize the way businesses connect and engage with their customers and employees. Our dedication to innovation and cutting-edge technology has led us to craft a suite of groundbreaking solutions that cater to the digital needs of modern enterprises.

With a focus on enhancing communication, productivity, and customer satisfaction, our core offerings include Enterprise AIChatbot Platform that streamlines interactions, AI-based generative Chatbots that learn and adapt, and pre-built social features designed to enhance the engagement of apps and websites. But we don't stop there. We understand that engaged employees are the heart of successful organizations, and that's why we also offer building blocks for creating captivating employee experiences. These experiences foster collaboration, boost morale, and contribute to a vibrant company culture.

Hundreds of enterprises, including government organizations and global companies, have already experienced the transformative power of our AI solutions. Amity Solutions platforms are used to send over 27 million messages per month and enable employee interactions for over 600 thousand end users.

Explore more about us at: https://www.amitysolutions.com

Your impact: 

• As a Senior/Acting Lead of our Technical Customer Support Team, you will play a pivotal role in ensuring customer satisfaction and success. We are a small, dynamic team of 3-5 members, dedicated to serving as the voice of our customers for two of our key products:
  

1.) Bots – Our innovative chatbot solutions.

2.) Eko – A cutting-edge in-app messaging platform.

This role is perfect for individuals passionate about problem-solving, communication, and building strong customer relationships.

Your team:

• We are a small, dynamic team of 3-5 members, dedicated to serving as the voice of our enterprising customers. 

Your day-to-day responsibilities:

• Oversee the day-to-day operations of the Technical Customer Support Team which includes dealing with difficult customers and handling stress effectively while still able to deliver exceptional and professional customer service under challenging situations

• Own customer service issues (i.e. customer escalations, complaints, fixes of critical bugs and etc.) by taking action to help troubleshooting and resolving complex issues before escalation
• Mentor the team, onboard new team member, monitor their performance, perform scheduled reviews and report on metrics
• Develop and coach customer support team to their optimum performance levels
• Be in the loop when it comes to technical escalations, ensure necessary escalation with needed data and clearly communicate escalated issues to Tier 3
• Oversee incoming requests for multiple product verticals by organizing and managing team of 24/7 support specialists to global clients from different timezone
• Record and track team SLAs and assist in the creation of the team OKRs as well as monitor and report on the results
• Monitor incoming tickets and conduct quality control to reduce errors and enhance quality
• Maintain proper log system and keep records of customer queries using Jira
• Ensure that all customer inquiries and issues are followed up and solved correctly and in a prompt and professional manner
• Create, implement and maintain customer self-service material and tools
• Assess and implement any necessary preventive measures to reduce future issues
• Serve as the "voice of the customer" - being well versed on customer pain points and needs and ensuring the customer experience is top of mind in key business decisions
• Ensure new customers successfully implement Amity products
• Lead by example to drive customer satisfaction and actively take care of customers on the technical side
• Establish policies the entire team can adhere to to ensure quality, timely and efficient customer support services

Your ideal profile:

• 3-5 years of experience in a customer support role
• At least 2 years of proven experience in managing a service and support focused team
• Experience in handling Enterprise customer
• Excellent in both English and Thai communication (written and verbal), interpersonal and presentation skills
• Passion for customer with experience in solving customer issues of technical nature and desire to have a deep understanding of the product
• Strong leadership and coaching skills; at the same time is open and eager to learn
• Combine technical know how with empathy, patience and strong communication skills
• Good analytical and problem solving skills; Critical-thinker with attention to detail
• Flexible, self-motivated, team-player, willing to work in a dynamic and fast-paced environment and can manage change in a positive manner
• Able to multitask efficiently under time pressure
• Able to work shifts during off-office hours, weekends, and public holidays when needed.
• Good to have: Bachelor's Degree or higher in Information Technology, Computer Science, Computer Engineering Telecommunication, or other related degree; or equivalent combination of education and experience
• Good communication skills in Thai and English both written and verbal

What’s in it for you:

• Check out more about our company, Bangkok team and our benefits - https://www.amity.co/career/bangkok 

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