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Mô tả công việc
• 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.
• 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.
• Follows processes provided by the business.
• Attends case triage meetings or case discussions to collaborate and share ideas to resolve problems.
Yêu cầu
• Strong proficiency in English, both written and spoken, is essential (equivalent to IELTS SPEAKING 6.5 or TOEIC 800 or higher)
• A background in IT/Technical/Science/Engineering/Automation is advantageous.
• Customer service orientation
• 5 days work week, 2 unfixed days off (9 hours a day, consisting of 8 hours of work and 1 hour for breaks)
• Willingness to work in shifts and work night shifts
Quyền lợi
Health Care
Once a year
Paid leave
20 days leave (12 days of annual leave and 8 days of sick leave)
Training
Training will be offered
Thông tin khác
Địa điểm làm việc
- Hồ Chí Minh
Việc làm Hồ Chí Minh
Thông tin chung
- Ngày hết hạn: [protected info]
- Thu nhập: Thỏa thuận