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.

OUR IDEAL CANDIDATES:
• 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 Flexibility: Willingness to work in rotating shifts, including night shifts, is required to support global operations and ensure 24/7 service coverage. (7am - 4pm; 3pm - 00am; 11pm - 8am)
• 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 ranges (Gross): 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 (10PM -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)
• Training will be offered
• Full working equipment will be provided Annual Health Checkup
• Activities: Birthday party, Employee engagement activities.
Others:
• Working location: 1st Floor, S4-01 Tower, The Sun Avenue Building, No. 28 Mai Chi Tho Street, An Phu Ward, Thu Duc City
• Working time: Rotation Shift, including: 5 days a week, 9 hours per day, including 8 working hours and 1 hour for rest