Hybrid Internship Program – Customer Success, Technical Support

at Skedulo

• Job title: Internship Program – Customer Success, Technical Support
• Job type: Internship
• Experience level: Entry level
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: Vault
• Location requirements: Hybrid, Ho Chi Minh City, Vietnam

About the role

• Intern position in Customer Success & Technical Support at Skedulo, focusing on practical experience and collaboration with global teams.

Responsibilities

• Monitor customer satisfaction metrics.
• Manage requests for customer vault access.
• Track customer engagement activities, including the Quarterly Business Review and monthly or bi-weekly catch-ups.
• Update and maintain customer information as necessary.
• Review the internal knowledge base and address question-type escalations from customers.
• Oversee the new feature request process and ensure follow-up until resolution.
• Complete additional tasks assigned by the team lead related to the Customer Success role.
• Oversee the unassigned technical support ticket queue and prioritize issues for the team lead.
• Providing first-level contact and problem resolution for customers with Salesforce and application problems.
• Review initial recommendations generated by AI.
• Reproduce issues across various environments, including standard, internal, customer sandbox, or customer production, with guidance from senior team members.
• Assist senior members in following up on internal escalations.
• Complete additional tasks assigned by the team lead related to the Technical Support role.

Requirements

• Enrollment in the third or final year of an undergraduate program at an accredited university required.
• Proficient communication skills in English.
• Ability to engage in effective and positive interactions with customers and team members.
• Strong time and task management capabilities.
• Demonstrated interest in resolving issues related to SaaS and Workforce Management products.
• Adaptability in responding to diverse personalities, maintaining composure when addressing stressed or upset customers.
• Proficient problem-solving, logical reasoning, critical thinking, and decision-making abilities.
• Basic familiarity with technical support platforms is advantageous.
• Must be able to work at least 1-2 days in the office inline with internal company policy.

Benefits

• Engage in a 6-12 month internship program focused on practical experience.
• Acquire valuable hands-on knowledge of products and customer service.
• Collaborate with seasoned professionals and benefit from mentorship opportunities.
• Enhance your skills and knowledge pertinent to the IT software industry.
• Experience a collaborative and supportive work environment.
• Join a dynamic and passionate team.
• Participate in on-the-job training to ensure a clear understanding of job responsibilities.
• Enjoy a comfortable work environment that fosters efficiency, teamwork, and knowledge sharing.
• Receive personalized attention and guidance for individual development.
• Participate in all company events with our team members.
• Commit to making this a meaningful and productive start to your career.
• Opportunity to join our team as official staff, with a comprehensive benefits package