Introduction

Here at Skedulo we’re on a mission to support the 2.7 billion people in the world—and the companies that employ them—who do not work at a desk every day. Our global teams are collaborative, ambitious, innovative, and passionate about helping our customers realize their fullest potential by enabling their mobile workforces.

The Skedulo team is a tight-knit group of builders who are passionate about shaping our platform that is relied upon daily by thousands of users across the globe. We are looking for motivated, self-starters who share our values, challenge the status quo, and push the pace of innovation in order to accelerate growth. If you’re drawn to solving hard problems and want to help design software that will make a difference in people’s lives, Skedulo is for you. Visit our website to learn more about what Skedulo does and to learn more about our people and team.

Description

Skedulo is looking for interns to join our Vietnam office. This is a part-time internship, aligned with Vietnam time zone business hours, offering a unique opportunity to work across multiple departments. The intern will collaborate closely with our global Engineering, Product, DevOps, and Customer Success Teams, with the possibility of rotating between the Customer Success and Technical Support roles over the course of their internship.

Key objectives and responsibilities will be as following:

Responsibilities

Customer Success

• 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.

Technical Support

• 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, includes:
  • 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.

Minimum Qualifications

• 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.

Desired Skills & Experience

• 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.

Additional Qualifications

• Must be able to work at least 1-2 days in the office inline with internal company policy.

The above statements are intended to describe the general nature and level of work being performed by the incumbent(s) of this job. They are not intended to be an exhaustive list of all responsibilities and activities required of the position.

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