You will:
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.
Qualifications:
Proficient in English (4 skills)
Freshers are welcome with a good learning ability and working attitude
Experience/Knowledge in IT industry skills is a must
Customer service mindset
Benefits:
Salary at 100% during the probationary period
90% contribution of the gross salary to social insurance
An employee who works at night (10PM-6AM) 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
Email: [protected info]
Working location: Lancaster Luminaire Building, 1152-1154 Lang Street, Lang Ward, Hanoi
Working hour: 8:00 - 17:00, 5 shifts/weeks