Mô tả công việc
We are, iTechwx, established in mid-2022, with 600 employees across 3 offices within Ho Chi Minh City and 1 office in Hanoi 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
OUR IDEAL CANDIDATES:
• From 2 years of working experience with at least 1-year experience in QA position in customer support field.
• Strong proficiency in English, both written and spoken, is essential (equivalent to IELTS SPEAKING 6.5 or TOEIC 800 or higher)
• Having experience/background in IT, Tech Support, high-tech projects is a plus.
• Excellent communication and interpersonal skills.
• Demonstrated problem-solving skills, strategic and analytical capabilities.
• Professional appearance, courteous manner, and clear, friendly phone voice.
WHY US?
RANGE OF SALARY: FROM 20.000.000 VND
• 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.
OTHERS:
• Working location: 1st Floor, S4-01 Tower, The Sun Avenue Building, No. 28 Mai Chi Tho Street, An Phu Ward, Thu Duc City
• Working time: Rotation Shift, including: 5 days a week, 9 hours per day, including 8 working hours and 1 hour for rest
Quyền lợi
Chăm sóc sức khoẻ
Once a year
Nghỉ phép có lương
20 days leave (12 days of annual leave and 8 days of sick leave)
Đào tạo
Training will be offered
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Thông tin khác
NGÀY ĐĂNG
[protected info]
CẤP BẬC
Nhân viên
NGÀNH NGHỀ
Công Nghệ Thông Tin/Viễn Thông > QA/QC/Software Testing
KỸ NĂNG
Azure, IT Support, Customer Support, IT Support, IT Support, IT Support, Quality Assurance, Đảm Bảo Chất Lượng
LĨNH VỰC
Phần Mềm CNTT/Dịch vụ Phần mềm
NGÔN NGỮ TRÌNH BÀY HỒ SƠ
Tiếng Anh
SỐ NĂM KINH NGHIỆM TỐI THIỂU
1
QUỐC TỊCH
Người Việt Nam
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