Technical Support Engineer

1 week ago

Hanoi, Vietnam SmartDev Full time

Company Description

SmartDev is a leading provider of global software solution. SmartDev was established in 2014 and is a wholly owned subsidiary of Verysell Technologies Group (Switzerland).

SmartDev combines renowned Swiss quality with the Vietnamese passion to provide excellence and value. SmartDev brings together smart people both internally and externally to create partnerships that push boundaries and challenge the status quo.

**Job Description**:

- Respond to client queries and issues reported via telephone (Teams) and client portal (Freshdesk) etc.
- Investigate, replicate, and understand issues to provide clearly detailed solutions to clients in a time-sensitive environment.
- Ensure customer satisfaction and provide professional customer support
- Work with our Product and Engineering team to provide customers insight and data and help troubleshoot escalated issues from customers and owning interactions to resolution
- Strong ability to multitask, prioritize, and enthusiastically resolve customers' concerns while consistently providing superior levels of customer service.
- Ensure all relevant procedures are followed from beginning to resolution.
- Ensure all key performance indicators and service levels are met

**Qualifications**:

- 2 - 3 years of technical and customer support experience are required.
- Understanding of software lifecycle management - concepts and processes
- Good knowledge in Network concepts and understanding of securing networks
- Fluent in English - both written and verbal
- Experience in customer service is a must. Customer orientated, motivated to take charge of both customer engagement and problem
- Demonstrated excellence in teamwork, collaboration, and knowledge sharing.

Additional Information

BENEFITS:

- Good work environment and good colleague (parties, holidays, team building activities)

+ Competitive Salary

+ Commission

+ Other benefits to be discussed
- 20 annual leave days alongside Vietnamese public holidays
- Self-organize project team
- Work with high profile multinational companies
- PVI Premium Healthcare System

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