Customer Support (Nightshift, Fluent English,

• Reviews issues and contact customers to understand technical 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.

• Attends case triage meetings or case discussions to collaborate and share ideas to resolve problems.

Must have:

· Willing to work at night shift

· Advanced English proficiency (equivalent to IELTS 6.5 or higher).

· IT or Customer Service Background

· Outstanding customer service skills, emphasizing empathy, patience, and active listening.

Nice to have:

· Passion for technology and a desire to learn and grow within the IT industry.

· Strong problem-solving and analytical skills.

· Ability to work independently and as part of a team.

· Adaptability and flexibility to work in a fast-paced environment.

Shift Availability: Fixed shift assigned by manager within 5AM - 10PM, 9 working hours/day, 1-hour break.

Working day: 5 shifts per week, and 2 flexible days off. Willing to work during Tet and holidays assigned by the manager.