Mô tả công việc
• Review issues and contact customers to understand technical 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.
• 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.
• Attends case triage meetings or case discussions to collaborate and share ideas to resolve problems.
Yêu cầu
OUR IDEAL CANDIDATES:
• Bachelor's degree in Computer Science, Engineering, or a related field.
• Strong English proficiency (equivalent to IELTS 6.5+), with the ability to communicate confidently and effectively.
• Excellent customer service skills with empathy, patience, and active listening abilities.
• Passion for technology and eagerness to learn and develop within the IT industry.
• Strong problem-solving and analytical thinking skills.
• Ability to work independently as well as collaboratively in a team environment.
• Adaptable and flexible in a fast-paced working environment.
• Willing to work fixed night shifts from 10:00 PM - 7:00 AM (including 1-hour break).
• Working schedule includes 5 shifts per week with 2 flexible days off.
• Willing to work during Tet holidays and public holidays assigned by the manager.
WHY US?
• 100% salary during the probation period.
• Social insurance contribution based on 90% of gross salary.
• Additional 30% night-shift allowance (10:00 PM - 6:00 AM) plus PVI insurance and 500,000 VND meal allowance.
• Comprehensive training and development opportunities.
• 20 days of leave annually, including 12 annual leave days and 8 sick leave days.
• Full working equipment provided.
• Annual health check-up for employees after 6 months of official employment.
• Employee engagement activities including birthday parties and company events.
Quyền lợi
Chăm sóc sức khoẻ
Annual Health Checkup for employees who have worked for at least 6 months from the date of signing the official labor contract.
Nghỉ phép có lương
20 days leave (12 days of annual leave and 8 days of sick leave).
Máy tính xách tay
Laptop provided.
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Thông tin khác
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Thông tin chung
- Thu nhập: 18tr-22tr ₫/tháng
Nơi làm việc
- 8th Floor, Lancaster Luminaire Building, 1152-1154 Lang Street, Lang Ward, Hanoi City