Customer Support Agent Full-Time

We're seeking some Customer Support Agents (Full-time) who is responsible for providing timely, accurate, and professional email responses to Business and Education (School) users, ensuring issues are fully understood, addressed and documented, while maintaining service quality standards and compliance with internal procedures.
 

Successful candidates will join our team to assist in answering questions, troubleshooting, replicating customer experiences, and escalating queries when required. Agents should be capable of providing answers to both simple and complicated questions in a timely manner.
The position demands an excellent standard of customer service, good English writing skills, and a high level of customer satisfaction.

RESPONSIBILITIES

1. Respond to business and education partner inquiries via email promptly, accurately, and
courteously.
2. Guide new business accounts through the initial app setup, user provisioning, and feature
configuration.
3. Provide clear, valid, and complete information using approved knowledge bases, tools,
and processes.
4. Record customer complaints, issues and relevant case details for follow-up and
investigation.
5. Meet daily productivity and quality targets.
6. Escalate cases according to defined procedures when required.
7. Follow standard communication guidelines and policies at all times.
8. Support continuous improvements through reporting common issues, patterns, and
feedback.
9. Attend team meetings, training sessions, and coaching sessions when scheduled.
10. Join weekly meetings via video conference with the client in English to discuss trending
issues.
11. Work with the client’s cross-functional

Experience:
- 6 months of experience in customer support or a related service role in a tech or SaaS
environment; experience with providing CS to business/education admin is preferred.

Skills:
- Proficient in leveraging AI tools to optimize productivity and streamline workflows.
- Experience with customer service software/platforms is required, with a preference for
knowledge of Zendesk, Intercom, and HubSpot.
- Able to diagnose, reproduce, and resolve application bugs, API issues, and platform glitches.
- High attention to detail and accuracy in writing.
- Excellent interpersonal skills.
- Ability to work independently and in a team. 

Language Requirement:
- English: Fluent or Business Proficient (C1 and up).
- Exceptional written and verbal communication skills for professional interactions

1. Salary and Benefits
 

• Attractive salary with night shift allowance
• Attractive bonus and benefits and annual salary review;
• Premium Healthcare and Mental Health Care service for you, 100% covered by the company;
• Extra bonus per personal events (Wedding, Funeral, Hospitalization, Newborn baby) and a very cute baby box for staff who are going to welcome a new baby angel to the world;
• Annual health check;
• Paid leave (12 days/year).

2. Working Environment

• International, fun, and professional working environment: Working closely with both experienced Vietnamese and foreign experts;
• Modern hardware, Free drinks (coffee, tea, etc.);
• Laptop/computer and other equipment is provided;
• Training and career development opportunities;
• Free in-house gym and game room for everyone. We love board games, PS5.

Working time

• Operating hours: Monday through Sunday.
• Work in a maximum of 40 hours per week (5 shift/week).
  Availability on weekends, holidays, and at least one night shift throughout the week is preferred.

Working Address: Tam Trinh Street, Hai Ba Trung, Hanoi

All interested candidates are welcome to apply. Please send your resume (in English) expressing your interest to us!