• Customer Support Engineer (Technical) Ho Chi Minh City
  • iTechwx in Ho Chi Minh City, , Vietnam
  • jobs
  • 1 week ago

jobs description

The Technical Support Engineer’s primary focus will be ensuring that all customers are very satisfied with the effectiveness and efficiency of the support they receive. Utilizing knowledge of the customer environment, they will deliver timely and high-quality incident resolution focusing on root cause analysis, prevention, and knowledge transfer. They will effectively manage cases and sub-cases to ensure timely and high-quality communication with customers and resolution of all issues.

• Applying strong verbal and written communication skills in the supported language, and solid technical knowledge of supported technical products, communicate with customers through telephone, email and web response, carrying out the following activities as needed:
• Manage relationships with multiple customers, partners and collaborate with business contacts.
• Reviews issues and contacts customers to understand issues. Ensure customers stay informed as to the status/solution of... their issue. Utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues.
• Use standard processes, implement existing diagnosis methods, solutions/workarounds to effectively deal with customer and technical issues to achieve problem resolution and customer satisfaction.
• Produce quality documentation and share with the appropriate team members and tech lead as appropriate. Compliance with the service operation processes for execution excellence.
• Uses automated tools to deliver solutions for a wide range of issues. Provides feedback on how to improve automated tools.
• Attends case triage meetings and/or case discussions to collaborate and share ideas to resolve problems.

Qualifications Required:
• Fluent English (4 skills).
• Over 1 year- experience in Customer Service roles (Call center).
• Having passion for technology/ IT field.
• Customer service mindset.

Why us?
• Having a chance to work for largest software company in the world.
• 90% contribution of the gross salary to social insurance from the company side.
• 12 days of annual leave, 8 days of sick leave.
• Annual Heath Check-up.
• Annual Performance Review.
• Promotional equal opportunities.
• Working 5 days a week with 2 unfixed days off (Schedule will be arranged by Head of Department
Ho Chi Minh City Vietnam


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