Technical Support Engineer (IT/Customer Service background)

Responsibilities 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. Uses automated tools to deliver solutions for a wide range of issues. Provides feedback on how to improve automated tools. Follows processes provided by the business. Attends case triage meetings or case discussions to collaborate and share ideas to resolve problems. Requirements Proficient in English (4 skills) Willing to work in shift rotations, including day shifts and night shifts assigned by the manager, as well as during Tet and holidays (with a salary up to four times the normal rate) Shift hours: 7:00 - 4:00 OR 15:00 - 0:00 OR 23:00 - 8:00, working 8 hours per shift, with a total of 5 shifts per week, and 2 lexible days off Experienced or Background in IT/Customer Service industry is a must Customer service mindset Benefits Competitive salary depending on experience: starting from 18,000,000 VND GROSS Salary at 100% during the probationary period Training will be offered Full working equipment will be provided 90% contribution of the gross salary to social insurance 12 days of annual leave, 8 days of sick leave 30% allowance on gross salary + PVI insurance + 500,000 VND food allowance for employees working night shift Annual Health Checkup Recruitment ProgressRound 1Communication + English testRound 2Technical test