Escalation Specialist 2

3 weeks ago

Hanoi, Vietnam Tek Experts Full time

Overview:
We’re looking for a customer-oriented Escalation Specialist 2 to support our clients with excellent customer service while managing high-severity issues. You’ll be proactive in communicating with our customers and ensuring a positive support experience at all levels of the support structure. In this role, you’ll act as liaison between end-user customers and our client’s representatives to ensure quality resolutions are achieved.

**A career in tech. Work with the biggest and best names in technology.**

We are looking for teammates who want to be part of the tech movement. People who want to progress their career now and gain experience for tomorrow. We celebrate diversity in every way. In fact, it’s the reason we’ve grown so fast. If you like being part of a global team, are passionate about technology and creative problem solving, and want to leave a mark bigger than yourself, we should talk.

**Responsibilities**:
The Critical Situation Management & Escalation Team (CMET) delivers world-class management of critical situations for premier enterprise customers, quickly solving issues that affect business. You’ll earn our customers’ and partners’ trust to positively represent our clients and exceed customer expectations as you coordinate and communicate with them throughout resolution of the issue. This team embraces a growth mindset that encourages you to lean in and learn what matters most to our customers and make decisions that put the customer first.

**This role will**:

- Provide customers with frequent, timely updates on case progress and resolution, ensuring a positive customer experience.
- Gauge the severity of incidents by identifying the impact of software or hardware failure on the customer’s business and use appropriate conflict resolution techniques as needed.
- Collaborate with cross-functional teams to ensure timely and accurate issue resolution.
- Manage the incident lifecycle to ensure the case progresses as planned and that all stakeholders are updated regularly.
- Maintain documentation for all cases including queries, process steps, and resolutions consistent with customer commitments, prescribed protocols, and processes.
- Mentor junior specialists as needed or requested by management.

Qualifications:
**CMET is a good fit for you if**:

- You’re familiar with Microsoft products, programs, and services.
- You have customer service experience and a desire to learn new technical skills.
- You have strong negotiation and problem-solving skills.
- You’re good at developing and maintaining positive working relationships.
- You’re an excellent multi-tasker with great organizational skills.
- You’re proficient in both written and oral English.

**In this role**:

- 2 - 3 years of experience in customer service, customer support, or technical support is required.
- Some higher-level education is preferred.
- Certifications relevant to the product are helpful.

  • Escalation Specialist 2

    2 weeks ago

    Hanoi, Hanoi, Vietnam Tek Experts Full time

    Overview:We're looking for a customer-oriented Escalation Specialist 2 (Critsit) to support our clients with excellent customer service while managing high-severity issues. You'll be proactive in communicating with our customers and ensuring a positive support experience at all levels of the support structure. In this role, you'll act as liaison between...

  • Escalation Specialist 2

    2 weeks ago

    Hanoi, Hanoi, Vietnam Tek Experts Full time

    Overview:We're looking for a customer-oriented Escalation Specialist 2 to support our clients with excellent customer service while managing high-severity issues. You'll be proactive in communicating with our customers and ensuring a positive support experience at all levels of the support structure. In this role, you'll act as liaison between end-user...

  • Escalation Specialist 2

    4 weeks ago

    Hanoi, Vietnam Tek Experts Full time

    Overview: We’re looking for a customer-oriented Escalation Specialist 2 (Critsit) to support our clients with excellent customer service while managing high-severity issues. You’ll be proactive in communicating with our customers and ensuring a positive support experience at all levels of the support structure. In this role, you’ll act as liaison...

  • HR Operations Specialist

    3 weeks ago

    Hanoi, Vietnam ABB Full time

    **HR Operations Specialist**: **Take your next career step at ABB with a global team that is energizing the transformation of society and industry to achieve a more productive, sustainable future. At ABB, we have the clear goal of driving diversity and inclusion across all dimensions: gender, LGBTQ+, abilities, ethnicity and generations. Together, we are...

  • Operations Specialist

    4 weeks ago

    Hanoi, Vietnam Iron Systems Full time

    **Date Posted**: - 8/31/2023 **Job Function**: - Operations **Location**: - Hanoi - VNM **Offered Salary**: - Competitive - Iron Systems is an innovative, customer-focused provider of custom-built computing infrastructure platforms such as network servers, storage, OEM/ODM appliances & embedded systems. For more than 15 years, customer have trusted us...

  • Geo Support Specialist

    4 weeks ago

    Hanoi, Vietnam Iron Systems Full time

    **Date Posted**: - 8/31/2023 **Job Function**: - Operations **Location**: - Hanoi - VNM **Offered Salary**: - Competitive - Iron Systems is an innovative, customer-focused provider of custom-built computing infrastructure platforms such as network servers, storage, OEM/ODM appliances & embedded systems. For more than 15 years, customer have trusted us...

  • Local Support Specialist

    4 weeks ago

    Hanoi, Vietnam Iron Systems Full time

    **Date Posted**: - 8/31/2023 **Job Function**: - Operations **Location**: - Hanoi - VNM **Offered Salary**: - Competitive - Iron Systems is an innovative, customer-focused provider of custom-built computing infrastructure platforms such as network servers, storage, OEM/ODM appliances & embedded systems. For more than 15 years, customer have trusted us...

  • Billing Specialist

    4 weeks ago

    Hanoi, Vietnam Rent Ready Full time

    **Who We Are** Rent Ready is a B2B online marketplace that uses technology to deliver end-to-end make-ready services for apartment communities. Built to eliminate the frustration of typical apartment turns, Rent Ready utilizes a proprietary logistics platform to connect apartment communities to skilled professionals nationwide. **Job Mission** The Billing...

  • Public Health Specialist

    4 weeks ago

    Hanoi, Vietnam U.S. Mission Vietnam – U.S. Embassy In Hanoi Full time

    **Mô tả công việc**: BASIC FUNCTIONS OF THE POSITION This is a professional locally employed staff (LE Staff) position that acts as a senior advisor to the U.S. Naval Medical Research Unit TWO (NAMRU-2) Hanoi Director, provides analysis, information, advice, and recommendations reflecting the Vietnamese and U.S. Governments’ (USG) positions for...

  • Tier 2 Manager

    3 days ago

    Hanoi, Vietnam AireSpring Full time

    **Company Description** Founded in 2001, family owned and operated AireSpring is a leading Provider of Cloud Communications, Managed Connectivity and Managed Security which has earned its stellar reputation by taking service and support to the next level, delivering an award-winning customer experience that far exceeds the industry standards. AireSpring has...

  • Operations Specialist

    2 weeks ago

    Hanoi, Hanoi, Vietnam Iron Systems Full time

    Date Posted: 8/31/2023Job Function: OperationsLocation: Hanoi VNMOffered Salary: Competitive Iron Systems is an innovative, customerfocused provider of custombuilt computing infrastructure platforms such as network servers, storage, OEM/ODM appliances & embedded systems. For more than 15 years, customer have trusted us for our innovative problem solving...

  • Billing Specialist

    2 weeks ago

    Hanoi, Hanoi, Vietnam Rent Ready Full time

    Who We AreRent Ready is a B2B online marketplace that uses technology to deliver end-to-end make-ready services for apartment communities. Built to eliminate the frustration of typical apartment turns, Rent Ready utilizes a proprietary logistics platform to connect apartment communities to skilled professionals nationwide.Job MissionThe Billing Specialist...

  • Geo Support Specialist

    2 weeks ago

    Hanoi, Hanoi, Vietnam Iron Systems Full time

    Date Posted: 8/31/2023Job Function: OperationsLocation: Hanoi VNMOffered Salary: Competitive Iron Systems is an innovative, customerfocused provider of custombuilt computing infrastructure platforms such as network servers, storage, OEM/ODM appliances & embedded systems. For more than 15 years, customer have trusted us for our innovative problem solving...

  • Local Support Specialist

    2 weeks ago

    Hanoi, Hanoi, Vietnam Iron Systems Full time

    Date Posted: 8/31/2023Job Function: OperationsLocation: Hanoi VNMOffered Salary: Competitive Iron Systems is an innovative, customerfocused provider of custombuilt computing infrastructure platforms such as network servers, storage, OEM/ODM appliances & embedded systems. For more than 15 years, customer have trusted us for our innovative problem solving...

  • Senior Azure Specialist

    1 week ago

    Hanoi, Vietnam SMARTOSC Full time

    Role: Azure Lead Integration Developer/ Senior Azure Specialist As the Azure Lead Integration Developer, you'll be responsible for system analysis, design, development and maintenance for the organisation's integration services on Microsoft Azure. You will develop and champion an integration strategy for IHG consistent with wider organisational and IT...

  • Associate IT Support Specialist

    4 weeks ago

    Hanoi, Vietnam UJET Full time

    **About Us** UJET is reimagining the contact center for modern consumers and brands. Our one-of-a-kind architecture delivers an entirely new foundation for security, reliability, and scale across customer service operations. A full voice and digital engagement suite is complemented by powerful AI and advanced analytics capabilities, and easy-to-use,...

  • Component 2

    2 weeks ago

    Hanoi, Hanoi, Vietnam DAI Full time

    _Job Title:_ Component - Technical Specialist_ Project:_ USAID Vietnam Urban Energy Security_ Reports to:_ Investment Manager/Component 2 Lead_ Location:_ Hanoi_ Period of performance:_ March 6, September 30, 2023 (with extension possibility)SCOPE OF WORKProject BackgroundUSAID Vietnam Urban Energy Security (VUES) works closely with USAID and the Government...

  • Reactive Support Manager

    3 weeks ago

    Hanoi, Vietnam Tek Experts Full time

    Overview: We’re in search of an experienced, customer-oriented Escalation Specialist 3 to support the Customer Success Account Manager (CSAM). In this role, you will be responsible for the customer’s reactive experience, serving as their advocate in reactive issue resolution and proactively identifying programs to drive solution and operational...

  • Client Onboarding Specialist

    2 weeks ago

    Hanoi, Vietnam Kraken Crypto Exchange Full time

    Client Onboarding Specialist - Vietnam **Building the Future of Crypto** Our Krakenites are a world-class team with crypto conviction, united by our desire to discover and unlock the potential of crypto and blockchain technology. **What makes us different?** Kraken is a mission-focused company rooted in crypto values. As a Krakenite, you'll join us on...

  • Client Onboarding Specialist

    2 weeks ago

    Hanoi, Vietnam Kraken Crypto Exchange Full time

    Client Onboarding Specialist - Vietnam **Building the Future of Crypto** Our Krakenites are a world-class team with crypto conviction, united by our desire to discover and unlock the potential of crypto and blockchain technology. **What makes us different?** Kraken is a mission-focused company rooted in crypto values. As a Krakenite, you'll join us on...