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Technical Support Engineer

3 months ago

Ho Chi Minh City, Ho Chi Minh, Vietnam Công Ty TNHH IPTP Networks Full time
**Mô tả công việc**:
(Mức lương: Thỏa thuận)
- Quản lý các yêu cầu từ khách hàng nội bộ và bên ngoài và giải quyết các yêu cầu trên hệ thống của công ty;
Manage requests from internal and external clients and resolve it on company system;
- Hiểu các vấn đề của khách hàng và phát triển các hành động cần thiết giữa các nhóm khác nhau để đảm bảo mức độ hài lòng của khách hàng ở mức tối ưu; chuyển các yêu cầu đến các bộ phận cần thiết nếu cần;
Understand customer issues and develop necessary actions across different teams to ensure optimal levels of customer satisfaction; escalate it to required departments if needed;
- Xử lý hoàn tất các yêu cầu để đảm bảo các vấn đề được ghi lại, kiểm tra, giải quyết và theo dõi được thực hiện kịp thời;
Handle request cases to ensure issues are recorded, tracked, resolved, and follow ups are done in a timely manner;
- Tiến hành phân tích nguyên nhân gốc rễ cho các vấn đề kỹ thuật bằng cách phối hợp với các nhóm kỹ thuật khác;
Conduct root-cause analysis for technical issues in coordination with other technical teams;
- Duy trì tài liệu khách hàng chính xác và chuẩn bị báo cáo cho tất cả các vấn đề cùng giải pháp;
Maintain accurate customer documents and prepare reports for all issues and resolutions;
- Phát triển thông tin chi tiết từ nhiều nguồn dữ liệu và tương hỗ các hành động có lợi cho cả khách hàng và kết quả kinh doanh;
Develop insights from multiple data sources and advocate for actions that benefit both the customer and business outcomes;
- Hỗ trợ soạn thảo tài liệu kỹ thuật, hướng dẫn sử dụng, các bước giải quyết, tài liệu đào tạo và câu hỏi thường gặp về hỗ trợ kỹ thuật;
Assist to draft technical documents, manuals, resolution steps, training materials, and technical support FAQs;
**Chức vụ**: Nhân Viên/Chuyên Viên

**Hình thức làm việc**: Toàn thời gian

**Quyền lợi được hưởng**:

- Salary: Attractive salary package
- 15 annual leave days
- Team building activities held monthly and quarterly
- Social, health and unemployment Insurance following Government policy
- Year-end bonus

Location to work: you can choose either HCM Office - 176 Nguyen Van Thuong, Ward 25, Binh Thanh Dist. or Da Nang Office - Da Nang Software Park, 02 Quang Trung, Hai Chau Dist.

**Yêu cầu bằng cấp (tối thiểu)**: Trung cấp - Nghề

**Yêu cầu công việc**:

- Bachelor's degree in IT field or related majors
- No required experience; experience in customer services/ technical support/ troubleshooting in the telecom industry is an advantage
- Knowledge of Linux and Windows
- Good command of written & verbal English (Business level)
- Good communication skills: communicate clearly to both technical and non-technical people
- CCNA certificate holder and/or networking experience is an advantage
- Customer-centric mindset, attention to details, problem-solving abilities
- English CV

**Yêu cầu giới tính**: Nam/Nữ

**Ngành nghề**: Chăm Sóc Khách Hàng,CNTT - Phần Cứng,IT Helpdesk,IT Support,Ngoại Ngữ,Viễn Thông

Trung cấp - Nghề
Không yêu cầu