Customer Support (nightshift, fluent English)

This position is responsible for maintaining and supporting production customers. The ability to deal with day-to-day production support client issues while maintaining effective communication to provide the client with superior service.

As a Customer Support, you will:

• Provide first-level technical support to clients and trading partners via phone, email, and ticketing system

• Troubleshoot and resolve technical issues while proactively identifying problems and making recommendations regarding solutions

• Document support interactions, including troubleshooting steps and resolutions, in a clear and concise manner

• Identify issues ensuring it is properly analyzed and collaborate with internal teams for swift issue resolution

• Strictly adhere to defined procedures and processes

• Provide walk-through sessions via phone/email

• Proactively communicate with clients to provide status updates daily

• Other tasks assigned by Leader(s)/Manager(s)

• Experience in Customer Service, Technical Support, or related field preferred.

• Strong English communication skills both written and verbal; Ability to communicate thoughts and information clearly and concisely. (equivalent to TOEIC 750 or IELTS 6.5 and above)

• Must be customer-service oriented; Actively look for ways to help internal and external teams.

• Ability to work with customers, internal business unit organizations, and suppliers/trading partners with working

knowledge of general accounting practices and understanding of customer business flow.

• Must have strong attention to detail and thorough when completing tasks.

• Ability to work in a dynamic and fast-paced environment. Comfortable working individually or as part of a team.

• Working time: 5 days/week with 2 flexible days off, 40 hours/week. 10 PM – 7 PM (nightshift, on-site)

• Working on weekends and VN/US holidays are required as this product offers 24/7 service