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Mô tả công việc
We are, iTechwx, established in mid-2022, with 600 employees across 3 offices within Ho Chi Minh City. iTechwx dedicates the One-Stop Digital Transformation Service to our customers. Renowned for delivering premium IT outsourcing services exclusively tailored for Microsoft clients for 4 products: Microsoft Dynamics 365, Microsoft Azure, Microsoft Windows Commercial, Microsoft Office 365.
YOU WILL:
Regularly review agent backlog to identify compliance, case handling, and process issues, report findings to management team promptly.
Conduct recovery calls to mitigate high-risk cases, enhancing team performance.
Performance tracking by reviewing key performance indicators and operational processes to provide insights into areas that require additional resources or training, thereby optimizing workload distribution, preventing backlogs and maintaining stable scorecard.
Provide accurate, timely reports on service quality, productivity, availability, and other key metrics on a daily, weekly, and monthly basis.
Oversee compliance audits and ensure the team meets compliance targets to ensure high standards of discipline and accountability within the team.
Perform root cause analysis for feedback surveys, identify issues, and develop action plans.
Standardize the handling process and training materials.
Conduct training on process, best practice, lesson-learnt and soft skill sharing.
Other tasks as assigned by the manager
Yêu cầu
Willing to work night shifts monthly - 5 days' work week, 2 unfixed days off (9 hours a day, consisting of 8 hours of work and 1 hour for breaks)
From 2 years of working experience with at least 1-year experience in QA position in customer support field.
Fluent in English.
Excellent communication and interpersonal skills.
Demonstrated problem-solving skills, strategic and analytical capabilities.
Having experience/background in IT, Tech Support, high-tech projects is a plus.
Quyền lợi
Salary at 100% during the probationary period
90% contribution of the gross salary to social insurance
An employee who works at night (10 PM - 6 AM) 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.
Thông tin khác
Địa điểm làm việc
- 8th Floor, Lancaster Luminaire Building, No. 1152 - 1154 Lang Street, Dong Da Ward, Hanoi City
Việc làm Hà Nội
Thông tin chung
- Ngày hết hạn: 30/05/2025
- Thu nhập: 20 - 25 triệu VNĐ
Nơi làm việc
- - 8th Floor, Lancaster Luminaire Building, No. 1152 - 1154 Lang Street, Dong Da Ward, Hanoi City
We are iTechwx, established in mid-2022, with 700 employees across 4 offices in Ho Chi Minh City and Ha Noi City. iTechwx dedicates the One-Stop Digital Transformation Service to our customers. Renowned for delivering premium IT outsourcing services exclusively tailored for Microsoft clients for 4 products: Microsoft Dynamics 365, Microsoft Azure, Microsoft Windows Commercial, Microsoft Office 365.
Our culture is built on the pillars of accountability, passion, and professionalism. With these...
Quy mô công ty
Từ 501 - 1000 nhân viên
