Technical Support Agent

**Position Overview**:
We are seeking a motivated and customer-focused individual to join our global Support organization as a Technical Support Agent, based in Hanoi.

We’re looking for someone with a few years of experience in technical customer support and a strong passion for delivering outstanding service. In this role, your dedication to continuous improvement will help ensure our customers receive timely, effective, and high-quality assistance.

While relevant experience and education is valuable, we prioritize a positive attitude, a team-player mentality, and a strong willingness to learn over experience alone.

**Key Responsibilities**:
**Customer Support**:

- Promptly respond to and triage customer inquiries and issues.
- Handle and resolve technical and usage-related problems efficiently.
- Identify issues requiring escalation and manage the process of escalating to other internal departments for further troubleshooting.
- Monitor and track tickets, ensuring they are followed through to resolution, providing regular updates to customers on the status of their issues until resolution.
- Provide technical expertise to analyze, determine and test the most effective method of problem resolution to ensure that workable solutions are identified that meet customer requirements.
- Support more junior support agents in skill/knowledge development through advice and coaching.
- Be available to work on-call hours if needed to provide coverage for our premium support customers, ensuring continuous support and service availability.

**Required Qualifications**:

- Excellent English communication skills, both written and spoken, are required to interact effectively with global customers and internal teams.
- Ability to explain technical concepts clearly to customers with varying levels of technical expertise, adjusting the messaging to suit the audience.
- Several years of experience in technical support or similar.
- Previous experience with Active Directory is essential. You should have strong troubleshooting skills and be confident working with both Active Directory and Group Policy Objects (GPO).

**Preferred Qualifications**:

- Previous experience working in customer support within a global IT company is highly desirable.
- Prior experience in the cyber
- or IT security industry, particularly in vulnerability scanning or threat exposure management, is a strong plus.
- Working proficiency in additional languages (written and/or spoken) is a strong plus, especially Spanish or German.

**Personal Attributes**:

- Passionate about helping our customers get the best possible experience with our products and services.
- A proactive approach to identifying and resolving issues, with a strong focus on customer satisfaction.
- Strong ability to communicate and collaborate effectively with both customers and internal departments.
- Ability to work independently and take initiative.

**But what's in it for you?**:
In return for your efforts, we can offer you:

- A competitive salary package and 100% salary during probation period.
- An annual salary review and 13th month salary.
- The chance to work with experienced software engineers worldwide at market leading, innovative Scandinavian SaaS company looking to accelerate growth.
- A modern working environment with fun colleagues and challenging tasks.
- A Scandinavian work culture: creativity, innovation, and work-life balance.
- Premium healthcare and & accident insurance: the best healthcare plan cover for employees and their children.

And so much more