Technical Support Agent (Active Directory, Networking)

We are seeking a motivated and customer-focused individual to join our global Support organization as a Technical Support Agent, based in Hanoi. The ideal candidate will possess a strong technical background, excellent communication skills, and a proactive approach to problem-solving. While relevant experience and education is valuable, we prioritize a positive attitude, a team-player mentality, and a strong willingness to learn over experience alone.We are looking for someone with a passion for delivering exceptional customer service and a commitment to continuous improvement, ensuring our customers receive timely and effective assistance. Key Responsibilities:Customer Support: Promptly respond to and triage customer inquiries and issues. Handle and resolve technical and usage-related problems efficiently. Identify issues requiring escalation and manage the process of escalating to other internal departments for further troubleshooting. Support more junior support agents in skill/knowledge development through advice and coaching Monitor and track escalated tickets, ensuring they are followed through to resolution. Communicate and coordinate with internal departments to facilitate the resolution of complex issues. Accurately document processes, customer interactions, and resolutions within internal systems. Determine process improvements, best practices, and develop new processes. Provide technical expertise to analyze, determine and test the most effective method of problem resolution to ensure that workable solutions are identified that meet customer requirement Be available to work on-call hours as needed to provide coverage for our premium 24/7 support customers, ensuring continuous support and service availability.