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Excellent insurance package
Top office in a central location, Sky Garden area
Excellent working conditions, casual atmosphere, and state-of-the-art hardware
Mô Tả Công Việc
We’re seeking a customer-oriented Technical Support Engineer Level 2 to work on behalf of our client to resolve complex customer cases. You will work with customers to resolve software issues, collaborate with colleagues to continuously improve, and deliver exceptional customer service. This role is expected to take cases escalated by customers and/or Level 1 Support Engineers and should provide quick and accurate support.
Responsibilities:
• Communicate with end users/system administrators/solution integrators via phone, email, and/or chat to identify, diagnose, and troubleshoot their needs, as well as set expectations and deliver guidance on resolving the issue.
• Apply technical knowledge relevant to the solution using technical documentation to identify appropriate remediation steps, identify escalated urgent situations impacting business priorities, troubleshoot, reproduce customer issues in lab environments, and seek guidance from technical leads and subject matter experts as needed.
• Provide technical guidance across teams by identifying areas requiring expertise on different modules of a solution to resolve cases.
• Maintain documentation for all cases including queries, process steps, and resolutions consistent with customer commitments, prescribed protocols, and processes.
• Mentor junior support engineers as needed or requested by management.
Xem toàn bộ Mô Tả Công Việc
Responsibilities:
• Communicate with end users/system administrators/solution integrators via phone, email, and/or chat to identify, diagnose, and troubleshoot their needs, as well as set expectations and deliver guidance on resolving the issue.
• Apply technical knowledge relevant to the solution using technical documentation to identify appropriate remediation steps, identify escalated urgent situations impacting business priorities, troubleshoot, reproduce customer issues in lab environments, and seek guidance from technical leads and subject matter experts as needed.
• Provide technical guidance across teams by identifying areas requiring expertise on different modules of a solution to resolve cases.
• Maintain documentation for all cases including queries, process steps, and resolutions consistent with customer commitments, prescribed protocols, and processes.
• Mentor junior support engineers as needed or requested by management.
Yêu Cầu Công Việc
Requirement:
• You have experience in app/web testing or development, or system/IT administration with knowledge in Windows.
• You’re passionate and motivated to learn & grow.
• You’re honest, dedicated, and responsible.
• You’re proficient in both written and oral English.
• You’re creative, adaptable, and have strong problem-solving skills.
Qualifications:
• 2 – 7 years of technical and customer support experience are required.
• Higher-level technical education is preferred.
• Certifications relevant to the product are helpful.
• You have experience in app/web testing or development, or system/IT administration with knowledge in Windows.
• You’re passionate and motivated to learn & grow.
• You’re honest, dedicated, and responsible.
• You’re proficient in both written and oral English.
• You’re creative, adaptable, and have strong problem-solving skills.
Qualifications:
• 2 – 7 years of technical and customer support experience are required.
• Higher-level technical education is preferred.
• Certifications relevant to the product are helpful.
Địa Điểm Làm Việc
Lotte Center, 54 Lieu Giai, Ba Dinh
