YOU WILL:
• Manage support tickets by reviewing customer issues, initiating contact to understand concerns, and keeping customers informed throughout the resolution process.
• Use provided tools and applications-such as diagnostic utilities, system logs, performance monitors, and proprietary platforms-to investigate and troubleshoot technical problems effectively.
• Resolve or escalate a variety of customer issues, document technical work and research promptly, and maintain accurate case records for transparency and knowledge sharing.
• Collaborate across teams and products to address moderately complex technical issues, leveraging cross-functional expertise to ensure thorough resolution.
• Participate in technical and non-technical training sessions to build proficiency in support topics and stay current with evolving tools and processes.
• Contribute to continuous improvement by identifying inefficiencies, suggesting enhancements to automated tools, and providing feedback on product and process improvements.
• Assist in post-incident reviews and root cause analysis to prevent recurrence as part of incident management participation.
• Create or update internal and external documentation to support customers and peers in resolving issues more efficiently.
• Other relevant tasks assigned by the management.

• English Proficiency: Demonstrated fluency across all four language skills - with a proficiency level equivalent to IELTS Speaking 6.5 or TOEIC 800+.
• Technical Background: A solid foundation in IT or programming is required. This role involves working with technical systems and tools, so prior education or experience in a related field is essential.
• Customer Focus: Candidates with experience supporting international clients will be given preference, as this role often involves cross-cultural communication and service delivery.
Work Schedule: Shift assigned by manager within Dayshift: 6AM - 10PM or Nightshift: 10PM - 7AM
Work Hours: 5-day work week and 2 non-fixed days off. Each workday consists of 9 hours (8 hours of work and 1 hour
for breaks).
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.