L1 Support Manager

5 days ago


Ho Chi Minh City, Vietnam FPT Software Ho Chi Minh Full time

**Responsibilities/ Daily tasks you will take care**:

- Manage the L1 Support team and work with L1 Team Leads to evaluate performance of staff within the team on an ongoing basis as well as via periodic performance reviews
- Ensure that L1 Support provides timely and accurate support on a daily basis and ensure that all individual and team KPIs are met; alert the Director of Support to any risks which would make it impossible to meet those KPIs and work with the Director of Support to mitigate those risks
- Identify ways to improve the customer support experience throughout the lifecycle of a ticket
- Collaborate with the L2 Support Manager to streamline escalations between L1 and L2 and regularly monitor the health of the escalations between these groups
- Provide customer feedback to key stakeholders in Product, Engineering, Sales, and Marketing and ensure feedback and news from these departments is communicated to the L1 Support team
- Recruit and train new L1 Customer Advocates and monitor the performance of new hires during the onboarding period
- Work with L1 Team Leads to continuously ensure that the professional development needs of the team are being met and that employees are happy and fulfilled
- Maintain first-hand product and support process knowledge by working support deliverables 20% of the time

**Qualifications**

**Basic Qualification**:

- Minimum of 3 - 5 years work experience as a team lead or manager in the Customer Support space, especially L1 support - Call center and Helpdesk.
- Good educational background, preferably in the fields of computer science.
- Experience with establishing and monitoring support metrics and KPIs, and analytics tools and techniques used therein
- Excellent written and verbal communication skills and customer empathy
- Strong personnel management skills and a genuine desire to make the L1 Support team a fulfilling and supportive team
- Experience managing multiple projects simultaneously.
- Ability to form and lead strong multi-functional teams to achieve company and customer (internal or external) objectives.
- Solid organizational skills including attention to detail and multi-tasking skills.
- Proficient Verbal and Written English Skill.

**Nice to have**:

- Have knowledge about AMS Processes is a plus

**Benefits**:

- “FPT care” health insurance and is exclusive for FPT employees.
- Company shuttle buses provide convenient way of transportation for all employees.
- Annual Summer Vacation: follows company’s policy
- Salary review 1 time/year or on excellent performance
- International, dynamic, friendly working environment
- Annual leave, working conditions follow Vietnam labor laws.
- Other allowances: lunch allowance, working on-site allowance, etc.
- Fville/Ftown Campus provides many facilities for FPT employees such as football ground, basketball & volleyball, gym room, Coffee Shop, etc.

**Contact**
**- Contact Person**: Ms. Nguyen Thi Thuan

Share

**Offered Salary**

Negotiable


  • IT Support Engineer

    5 days ago


    Ho Chi Minh City, Vietnam Smart Solutions Technologies - SST Full time

    **Required Technical Skill Set** - Install, Configure, Maintain, and troubleshoot end user desktops, Laptops, Peripherals, Printers...etc. - 3+ years of experiencein OSS with A+ and N+ certifications little understanding of Windows server issues at the desk end. If can find someone with MCSE certification with be the best match **Desired Competencies...


  • Ho Chi Minh City, Vietnam Noventiq Full time

    **Noventiq** is hiring!** Noventiq (the brand name of Cyprus-registered Softline Holding plc) is a leading global solutions and services provider in digital transformation and cybersecurity, headquartered and listed in London. The company enables, facilitates, and accelerates digital transformation for its customers’ businesses, connecting 75,000+...


  • Ho Chi Minh City, Vietnam OPSWAT Full time

    OPSWAT is a global cyber security company providing solutions for enterprises since 2002 to identify, detect, and remediate advanced security threats from data and devices coming into and out their networks. Trusted by over 1,000 organizations worldwide and with over 30 anti-malware engines, 100+ data sanitization engines and more than 25 technology...


  • Ho Chi Minh City, Vietnam OPSWAT Full time

    OPSWAT is a global cyber security company providing solutions for enterprises since 2002 to identify, detect, and remediate advanced security threats from data and devices coming into and out their networks. Trusted by over 1,000 organizations worldwide and with over 30 anti-malware engines, 100+ data sanitization engines and more than 25 technology...


  • Ho Chi Minh City, Vietnam Công Ty TNHH Bosch Global Software Technologies Full time

    **Mô tả công việc**: (Mức lương: Thỏa thuận) Handle tasks accordingly to L1, L2, L3 support process via BMC Remedy ticket system within the agreed SLA’s Monitoring of Server’s performance, Scheduled jobs, SAN/File share, Network components, Database Usage Provide monitoring report on agreed routine. Maintain documentation of Know-How and...


  • Thành phố Hồ Chí Minh, Vietnam OPSWAT Full time

    OPSWAT, a global leader in IT, OT, and ICS critical infrastructure cybersecurity, delivers an end-to-end platform that gives public and private sector organizations and enterprises the critical advantage needed to protect their complex networks, secure their devices, and ensure compliance. Over the last 20 years our commitment to innovative technology has...

  • Desktop Euc L1

    5 days ago


    Ho Chi Minh City, Vietnam Iron Systems Full time

    **Required Technical Skill Set** - Install, Configure, Maintain, and troubleshoot end user desktops, Laptops, Peripherals, Printers...etc. - ** 3+ years of experience** in OSS with A+ and N+ certifications little understanding of Windows server issues at the desk end. If can find someone with MCSE certification with be the best match **Desired Competencies...


  • Thành phố Hồ Chí Minh, Vietnam Tech Domain Full time

    We are looking for an **ONSITE IT & Network Support Engineer/Technician** to support Casual Freelancing type tasks in your area. Would you be interested in contractual tasks? you will be paid either on an hourly or daily/half-day basis. Tickets will be dispatched with respect to your area & you may support them as per your availability (weekdays,...


  • Ho Chi Minh City, Vietnam Shopee Full time

    DepartmentOperations- LevelEntry Level- LocationVietnam - Ho Chi Minh CityThe Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause...


  • Thành phố Hồ Chí Minh, Vietnam Tech Domain Full time

    We are looking for an **ONSITE IT & Network Support Engineer/Technician** to support Casual Freelancing type tasks in your area. Would you be interested in contractual tasks? you will be paid either on an hourly or daily/half-day basis. Tickets will be dispatched with respect to your area & you may support them as per your availability (weekdays,...


  • Thành phố Hồ Chí Minh, Vietnam Ninja Van Full time

    **Responsibilities**: - ** Business Operations & Administration (30%)**: - Responsible for the project management of highest-value projects and its corresponding outcomes. - ** Product & Tech (30%)**: - Responsible for ensuring main pillars of business are adopting tech solutions, providing L1 tech support and giving feedback/requirements to regional...


  • Ho Chi Minh City, Vietnam DFO Global Performance Commerce Limited Full time

    **GPC **is on a mission to deliver superior eCommerce software and we need people that love: - Software - Technology - eCommerce **GPC **is global in operations, culture, and language with offices in New Jersey, San Diego, Vancouver, Mexico City, Sao Paulo, The Hague, Hong Kong, Ho Chi Minh, Manila and Brisbane. SUMMARY: GPC has an immediate opening for a...


  • Ho Chi Minh City, Vietnam Công Ty TNHH Vòng Tròn Đỏ Việt Nam Full time

    **Mô tả công việc**: (Mức lương: Thỏa thuận) 1. Merchandising system module control - Closely working with IT for logic system to support business flow. - Data master control & report: Item master, vendor master - Commercial promotion setting & controlling 2. Procurement document - Cooperating with related teams to control S&P contract &...


  • Ho Chi Minh City, Vietnam Trdfin Support Service Pvt Ltd Full time

    Euro Exim Bank, an award-winning and high-performing global financial institution is seeking freelance-based professionals to sell trade finance services to exporters and importers worldwide. If you are truly passionate about sales and have outstanding selling skills, this role could be for you. **Main features of the job,** - Freelance basis only (this is...

  • Manager Sale Support

    2 weeks ago


    Ho Chi Minh City, Vietnam Manulife Full time

    **_Are you looking for a supportive, collaborative workplace with great teams and inspiring leaders? You’ve come to the right place. We’re looking for ambitious people who share our values and want to make every day better for people around the world. If this sounds like you, and the career below sounds exciting, we’d like to hear from you....


  • Ho Chi Minh City, Vietnam Công Ty Tài Chính TNHH MTV Shinhan Việt Nam - Chi Nhánh Bình Dương Full time

    **Mô tả công việc**: (Mức lương: Thỏa thuận) Assistant Product Support Manager performs a wide range of duties including some or all of the following: 1. Establish product developing plan to launch new product, expanding strategic partner cooperation by co-work with PD's planning/ Partnership alliance and relevant departments (25%) - Define...

  • Finance Intern

    6 days ago


    Ho Chi Minh City, Vietnam Screenovate Full time

    Key responsibilities include but not limited to: Ethics communication: Understand and be familiar with employment policies to build up communication content (video/ poster/ reminder/ game/ promotion campaign). Ethics Culture Survey: Support to build up communication, track completion, support for technical matters. Other support for Ethics program (Ethics...


  • Ho Chi Minh City, Vietnam iTechWX Vietnam Full time

    **Client Technical Support Team Manager**: iTechWX Vietnam - Ứng Tuyển Manager Team Leader - Đăng nhập để xem mức lương - Opal Tower, 92 Nguyen Huu Canh, Ward 22, Binh Thanh, Ho Chi Minh- Xem bản đồ- Tại văn phòng- 2 giờ trước **Mô Tả Công Việc**: **SUMMARY**: The primary responsibility of Team Manager is to monitor and...

  • Global Service Desk

    4 days ago


    Thành phố Hồ Chí Minh, Vietnam Công Ty TNHH SPS Vietnam - Chi Nhánh Tại Cần Thơ Full time

    **Mô tả công việc**: (Mức lương: 20 - 32 triệu VNĐ) **Job Overview**: The DWPS Senior Operations Specialist will be a part of the global service desk technicians' team in the Digital Workplace Services organization. The team is primarily an L1-L2 support team providing incident and request management to a global business. In this role, your job...

  • Finance Intern

    6 days ago


    Ho Chi Minh City, Vietnam Screenovate Full time

    Key responsibilities include but not limited to: - Conduct Fixed assets reconciliation between Finance book and Customs declaration sheet, ensure data accuracy between systems. - Support Fixed assets management: issue E-tag, sync up system information on request basis. - Prepare Internal Stock Transfer, support other data preparation. - Conducting surprise...