Technical Support (English Fluent - Open for Fresher - Up to 24M)

YOU WILL:

• Reviews 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

OUR IDEAL CANDIDATES:

Must have:

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

• Willingness to work in shifts and work night shifts

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

Nice to have:

• Having a background or working experience in IT/Technical/Engineering/Networking & IT/Cybersecurity & Cloud Security/Automation is an advantage.

Shift Availability: Working hours: Rotating Shifts (Every 2-3 months): 7:00 – 16:00, 15:00 – 0:00, 23:00 – 8:00 - 5 days work week, 2 unfixed days off (9 hours a day, consisting of 8 hours of work and 1 hour for breaks)

WHY US?

• Offer: 18,000,000 - 24,000,000 Gross

• Salary at 100% during the probationary period.

• 90% contribution of the gross salary to social insurance.

• An employee who works at night (10 PM -6 AM) will be paid an additional amount of 30% of the normal salary +

PVI insurance + 500,000 VND food allowance.

• 20 days leave (12 days of annual leave and 8 days of sick leave)

• Full working equipment will be provided.

• Annual Health Checkup for employees who have worked for at least 6 months from the date of signing the official

labor contract.

• Activities: Birthday party, Employee engagement activities.