O365 Customer Support (Rotation shift)

We're seeking a talented Technical Support Engineer to join our growing team! In this role, you'll leverage your expertise in Microsoft Office 365 (O365) to troubleshoot and resolve customer issues, ensuring a smooth and successful user experience.

• Review issues and contact customers to understand technical issues. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, and performance traces) to help resolve customer issues.

• Resolves or escalates multiple and varied customer issues. Documents technical work and research.

• Analyzes problems and develops solutions for customer needs using log analysis and other proprietary tools.

• Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues.

• Attends readiness training and non-technical training to ensure that they become proficient in support topics. Product/Process Improvement

• Provides feedback to improve products to more senior engineers or technical advisors.

• Identifies potential defects and escalates to more senior engineers to resolve.

• Uses automated tools to deliver solutions for a wide range of issues.

• Provides feedback on how to improve automated tools.

• Attends case triage meetings or case discussions to collaborate and share ideas to resolve problems.

Communication & Interpersonal Skills:

• Advanced English proficiency (equivalent to IELTS 6.5 or higher).

• Outstanding customer service skills, emphasizing empathy, patience, and active listening.

Professional Attributes:

• Passion for technology and a desire to learn and grow within the IT industry.

• Strong problem-solving and analytical skills.

• Ability to work independently and as part of a team.

• Adaptability and flexibility to work in a fast-paced environment.

Working day/time:

• Willing to work on a rotating shift schedule, including the following shifts:

o 6AM-3PM

o 1PM-10PM

o 8AM-5PM

o 10PM-6AM

• Shift rotation is subject to change every 6 months based on management’s arrangement.

• 9 hours/day (including a 1-hour break), 5 days/week with 2 non-fixed days off (assigned by the manager).

• May include holiday and Tet shifts as assigned; allowances provided under labor law.

• The department head will communicate any changes to the shift or schedule