Customer Support (night shift, English, technical)

This is an ON-SITE & NIGHT SHIFT opportunity. PLEASE READ CAREFULLY
- Working location: Helios Building, Quality Tech Solution Complex, Trung My Tay Ward (formerly District 12)
- Working time: 5 days/week. Night shift: 10 PM - 7 AM or 8 PM - 5 AM
This position is responsible for dealing with day-to-day production support client issues while maintaining effective communication to provide the client with superior service. The position will need to have the ability to think critically and analytically, work under pressure to meet deadlines, manage multiple tasks and prioritize to meet client demands.
As a Customer Support, you will:
• Provide first-level technical support to clients and trading partners via phone, email, and ticketing system
• Troubleshoot and resolve technical issues while proactively identifying problems and making recommendations
regarding solutions
• Document support interactions, including troubleshooting steps and resolutions, in a clear and concise manner
• Identify issues ensuring it is properly analyzed and collaborate with internal teams for swift issue resolution
• Strictly adhere to defined procedures and processes
• Provide walk-through sessions via phone/email
• Proactively communicate with clients to provide status updates daily
• Other tasks assigned by Leader(s)/Manager(s)