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IT Customer Support SpecialistLogin to view salary
Quận Tân Bình, Hồ Chí Minh
Middle, Senior Fulltime2 năm, 3 năm
Application deadline: 13-06-2026

About Laidon

Laidon, a Certified SAP Partner, operates globally with offices in the US, Japan, and Vietnam, and sales presence in Australia, Germany, England, and Singapore. 

Laidon developed SimpleMDG, a powerful master data governance solution on SAP BTP that fortifies master data foundations, enhances operational excellence, ensures compliance, and drives innovation at scale. 

With over 100 out-of-the-box S/4HANA data objects and workflows, SimpleMDG supports powerful governance while eliminating the need for slow, complex, and expensive customizations. SimpleMDG is the master data governance and management platform for enterprises running SAP. 

 

About the role 

We seek a qualified Software Customer Support Specialist to ensure our customers have exceptional experience with SimpleMDG. You will provide top-notch technical support, assist in troubleshooting several types of technical issues, and offer professional guidance to help customers make the most of our product. Your dedication to customer happiness is crucial to our mission of delivering high-quality service and cultivating long-term customer relationships. Standout candidates will be excellent problem-solvers with outstanding communication and customer service skills. 

1
Your role & responsibilities
  • Receive, analyze, and handle customer issues related to system usage, bugs, or incidents. 
  • Communicate and engage with customers via email, portal, chat or call with clear, professional, and empathetic responses. 
  • Handle tickets end-to-end, aiming for first-reply resolution whenever possible. 
  • Resolve common issues independently; coordinate with the Support Squad for bug fixes and complex cases. 
  • Be proactive in identifying issues, suggesting improvements, and preventing recurring problems.
  • Track ticket status, update customers regularly, and follow SLA and support processes. 
  • Maintain and improve internal and customer-facing knowledge base. 
  • Participate in shift/on-call rotation to support international customers when required. 
2
Your skills & qualifications
  • 2–3 years of experience in Software / Application Customer Support. 
  • Fluent English (written & verbal). 
  • Strong communication skills, customer empathy, and strong ownership mindset. 
  • Proactive attitude and a genuine willingness to learn complex systems quickly.
  • Familiarity with SAP-related systems is a plus.
  • Ability to influence stakeholders through persuasion, negotiation, and consensus-building.
  • Analytical, process-oriented, and able to learn new systems rapidly.
  • Experience with ticket systems (e.g. Jira, Service Desk) is a plus.
3
Benefits
  • 15 days of annual leaves
  • Competitive salary (+13-month salary include) 
  • Full-salary-based social insurance and health insurance in accordance with government regulations
  • PVI Healthcare Insurance 
  • Have a chance to work in an international, friendly, open environment 
  • Annual Travel opportunity
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