Technical Support (Implementation focused)

Top 3 reasons to join us

• Attractive Salary and Benefits
• Amazing Clients
• Product driven company

Job description

At OL Vietnam, we have worked alongside our parent company, Orange Logic LLC, to support some of the world’s largest enterprises with their digital asset management needs. Orange Logic provides a premier Digital Asset Management (DAM) platform that streamlines workflows, enhances collaboration, and ensures compliance across complex digital ecosystems, empowering any team working with digital content the ability to efficiently create, manage, and distribute their content at scale.

WHAT DIFFERENTIATES OL VIETNAM

• We are trusted by global leaders to work with over 100 customers, including many of the world's most recognized brands.
• Our business is strong and resilient, even in the face of economic challenges. During the Covid economic downturn, we did not implement layoffs or reduce compensation. Instead, we continued to grow, consistently expanding our team and adding dozens of talented members to our R&D department each year.
• You’ll work with top engineers and team members who are passionate about building flexible, scalable, and streamlined systems that will define the future of business management.

MISSION

Job Summary: The Customer Support Specialist serves as both a technical consultant and support expert, partnering closely with clients to understand their unique use cases and help them get the most out of the Orange Logic platform. This role is equal parts trusted consultant, problem-solver, client advocate, and technical guide - helping clients navigate challenges, optimize workflows, and maximize value from our solutions. You’ll be the frontline resource for client issues, ensuring expert-level assistance, timely resolutions, and a seamless support experience, while collaborating with internal teams to continuously enhance service delivery and client satisfaction.
 

Essential Functions:

• Serve as a primary point of contact and trusted consultant for clients seeking assistance with software issues, usage questions, or system optimization
• Diagnose, troubleshoot, and resolve software-related challenges in client environments, escalating complex issues as needed
• Deliver white-glove support, building trust and confidence with clients by providing accurate, helpful, and timely solutions
• Conduct proactive client outreach to ensure satisfaction, adoption, and engagement with new features or workflows
• Partner with clients to translate business needs into technical workflows, offering best-practice recommendations
• Document client interactions, solutions, and product feedback for use in knowledge bases and internal product discussions
• Identify and advocate for enhancements and usability improvements based on recurring client pain points or feedback
• Collaborate with Implementation Specialists, Product, and Engineering teams to ensure seamless handoffs and unified client experiences
• Lead or assist with client training sessions focused on software functionality, workflow customization, or new releases
• Continuously refine support processes to improve responsiveness, efficiency, and customer satisfaction

Your skills and experience

• A Bachelor’s Degree or related experience.
• Experience implementing enterprise software.
• Proficient with G-Suite or related software.
• Excellent verbal and written communication skills in English.
• Excellent interpersonal, negotiation, and conflict resolution skills.
• Positive attitude, with a genuine enthusiasm for proactively solving problems.
• Technically curious and eager to understand how complex systems work.
• Excellent time management skills with a proven ability to meet deadlines and manage several concurrent projects simultaneously.
• Analytical thinker who can translate complex business needs into feasible solutions.

Department: Sales

Reports to: Customer Support Team Lead

Why you'll love working here

You would love to work and find those values with us:

• Distributed decision making: We also allow each employee to directly weigh in on our priorities.
• Transparency: We value transparency, openness, and accountability, whether it is with our customers or internally. 
• Meritocracy: Employee's recognition and advancement is based purely on their individual and collective achievements.
• Deep work: We do everything we can to let you focus deeply on your work.

Our benefits include:

• Attractive salary package.
• 100% Gross Salary in the probation period.
• 13th-month salary. 
• 18 days of annual leaves (cashback allowed if not used).
• 4 days for an overseas company trip.
• Multiple allowances (Lunch, Gym, Parking, Birthday/Tet/Wedding voucher... ).
• Full social, health, and unemployment insurance.
• Premium healthcare insurance for you and coverage for 1 extra family member.
• Monthly team-building activities (Bowling, Go-Kart, Candle Handmade workshop....) and special celebrations on Autumn Festival, Halloween, Christmas, Tet, …
• Monthly happy lunch and daily happy hours with free snacks, soft drinks, fruit, and coffee.
• Sports activities (PlayStation 5, Badminton, Football,...)

Working mode: In-person at the offices.

• HCMC Office: Tòa nhà Saigon Trade Center (37 Tôn Đức Thắng, P. Sài Gòn).
• Hanoi Office: Tòa nhà 14 Láng Hạ (14 P. Láng Hạ, Thành Công, Ba Đình).
• Jakarta Office: Sahid Sudirman Centre, 56th Floor, Jl. Jenderal Sudirman No.86, Jakarta Pusat, Indonesia.