Technical Support (IT Background - English Fluent - Open For Fresher)

• Reviews issues and contacts customers to understand 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. Product/Process Improvement 
• Provides feedback to improve products to more senior engineers or technical advisors. 
• Identifies potential defects and escalates to more senior engineers to resolve. 
• Provides feedback on how to improve automated tools. 
• Attends case triage meetings or case discussions to collaborate and share ideas to resolve problems  

• Advanced English proficiency (equivalent to IELTS 6.5 or higher) 
• Having a background or working experience in IT 
• Customer service mindset 
• Open to fresher 

Shift Availability: Rotating shifts 24/5 

• Shift could be rotated every 6 months as part of team scheduling: 8:00 – 17:00 & (20:00 – 5:00 OR 23:00 – 8:00) 
• 9 hours/day (including 1-hour break), 5 days/week (2 non-fixed days off - determined by the manager) 
• Includes holiday and Tet shifts as assigned, allowances provided per labor law 
• Any shift or schedule changes will be notified by the department head 

• 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 work equipment will be provided 
• Annual Health Checkup  
• Activities: Birthday party, Employee engagement activities.