IT Support Specialist US Market

Tóm tắt công việc
Overview
Provide technical support and user guidance for clients using POS systems and PAX devices in the US market.
Support various business types: Restaurants, Nail Salons, Supermarkets, etc.
Shift work required to align with US business hours.
Ensure high-quality service by addressing customer inquiries, troubleshooting issues, and
delivering effective solutions promptly
Key Responsibilities
Handle support requests via email, live chat, and ticketing systems (Zendesk, Freshdesk, etc.) in English.
Leverage AI tools (ChatGPT, Claude, etc.): to quickly translate, refine, and draft professional responses to customer tickets, ensuring clear and accurate English communication.
Process Optimization: Utilize AI assistants to generate simple automation scripts, macros, or internal support tools to streamline repetitive helpdesk tasks and improve workflow efficiency
Troubleshoot hardware (POS, PAX, Printers) and basic network issues (LAN, Wi-Fi) through remote tools.
Provide clear, step-by-step written instructions or documentation for customers to resolve their issues.
No verbal communication with customers required.
Collaborate with the local dev team to report bugs and suggest product improvements.
Product company, 13th-month bonus salary and project bonus, long-term bonus
Salary review once a year based on employee performance and contribution
Opportunity to develop your career and access new IT technologies
Free coffee
Professional Development Opportunities (Pluralsight Account)
Team building every 6 months, company trip, Birthday
High-performance equipment, extra high definition screens for working
Employee-friendly working conditions, longstanding colleague
Other benefits as stated in Vietnamese Labor Law