LOCATION
- Lancaster Luminaire Building, 1152-1154 Lang Street, Lang Thuong Ward, Dong Da District, Hanoi City
Only accepting candidates based in Hanoi, Vietnam
RESPONSIBILITIES
- Reviews issues and contacts customers to understand 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.
- 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.
REQUIREMENTS
- Advanced English proficiency (equivalent to IELTS 6.5 or higher)
- Having 1 year of working experience in global customer service roles with a customer-focused mindset and exceptional service skills
- Can onboard ASAP
- Having a background or working experience in IT is a plus point
- Open to fresher
Working hours: Rotating Dayshift (6AM-10PM)
- 9 hours/day (including 1-hour break), 5 days/week (2 non-fixed days off - determined by the manager)
- Includes holiday and Tet shifts as assigned, allowances provided per labor law
- Any shift or schedule changes will be notified by the department head
BENEFITS
- Competitive Salary 16-24M
- Salary at 100% during the probationary period
- 90% contribution of the gross salary to social insurance
- 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
Send your CV to [Confidential Information] with the subject line: IT Support HN [Full Name]
