PACE Level 2 Analyst

We are seeking a PACE Level 2 Analyst to join our team. As a PACE Level 2 analyst, you will handle more complex customer issues that require deeper technical knowledge or problem-solving skills than Level 1 support.

Responsibilities:

• Address and resolve escalated customer issues that require advanced troubleshooting skills.
• Coordinate and manage the preparation and shipment of free sample goods to resolve customer complaints.
• Provide advanced technical support for products or services.
• Process refund and replacement for end-user.
• Maintain detailed records of customer interactions, issues, and resolutions in Salesforce.
• Collaborate with Level 1 support, Application Engineer, Quality, Business Groups and other departments to resolve complex issues.
• Assist in the training and mentoring of Level 1 support staff to enhance their skills and knowledge.
• Contribute to the creation and maintenance of a knowledge base and FAQs for common issues and solutions.
• Provide feedback to product development teams based on customer issues and suggest improvements.
• Identify and implement continuous improvement to enhance the efficiency and effectiveness of customer support processes.
• Regularly update business groups on key customer interaction metrics.

Basic Qualifications:

• Bachelor's degree from an accredited institution.
• Knowledge on theories and practices, applied to one discipline within customer service.
• Minimum of one (1) year experience in customer support services.
• Knowledge in English and Thai (Writing, Speaking, Listening and Reading) are required for this role.

Preferred Qualifications:

• Salesforce system experience is preferred.
• Experienced with cross-functional project participation.
• Possesses exceptional customer service competencies.
• Enjoys helping and interacting with other people in a professional, courteous manner and give continuous attention to customer satisfaction.
• Ability to work in a high volume rapidly changing environment.
• Ability to work in a team environment and willing to collaborate and compromise, including team leadership.
• Strong Active Listening skills.
• Ability to follow through with commitments and show concern for the needs of others.
• Excellent oral and written communication, including presentation skills.
• PC literate, including Microsoft Office products (Excel).
• Strong organizational and multitasking skills with the ability to stay focused on prioritized tasks and meet deadlines.
• Team player with good interpersonal skills.