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.

Must have:
• Advanced English proficiency (equivalent to IELTS 6.5 or higher).
• IT or Customer Service Background
• Outstanding customer service skills, emphasizing empathy, patience, and active listening.
Nice to have:
• 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.
Shift Availability: Fixed shift assigned by manager within 10PM - 6AM, 9 working hours/day, 1-hour break.
Working day: 5 shifts per week, and 2 flexible days off. Willing to work during Tet and holidays assigned by the manager.
Why Us
• 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.