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Job Description

We are looking for several engineers to provide world-class support to a US based software application company. We have openings for engineers with various levels of experience, so this is a great opportunity for growth.

The Technical Support is responsible for troubleshooting, replicating, and analyzing issues reported by customers. This role requires excellent communication skills, a customer-centric mindset, and the ability to troubleshoot and resolve customer inquiries effectively.

Successful candidates will have good English communication skills (reading, writing, speaking and listening), interested in working closely with customers located throughout the US, have the following skills.

Responsibilities:

• Work closely with end-users to support troubleshooting and resolving customer issues or escalate them to the appropriate team when necessary.
• Partner with sales, technical support, and other departments to address customer concerns efficiently, ensuring seamless resolutions.
• Respond promptly and professionally to customer inquiries via calls and chats, maintaining a high level of service
• Handle customer complaints with empathy and professionalism, ensuring satisfactory resolution. 
• Understand the testing process, can write test cases (especially write clear test steps when logging a customer's bug so the QA and development team can reproduce the bug easily)
• Understand and usage of incident management systems such as Zoho Desk 

Job Requirements

• Very good at English skills:verbal, reading, and writing.
• Have over 3 years of experience working with English-speaking clients in the software testing field or customer service.
• Good at problem-solving and conflict-resolution abilities.
• Exhibit strong organizational skills and keen attention to detail, ensuring accuracy and efficiency in all tasks.
• Strong sense of curiosity and the ability to quickly & eagerly learn the inner workings of applications are musts.
• Good logical thinking skills, effectively connecting requirement points to application flows for comprehensive understanding and testing.
• Have knowledge of API testing, database technology such as SQL Server and MySQL.
• Bachelor's degree in C.S. or related technical discipline.

Benefits and Incentives

• Competitive Salary: Attractive and highly competitive salary packages.
• Healthcare: Premium healthcare insurance with annual check-ups at top-tier hospitals.
• Performance Bonuses: Annual performance reviews with substantial bonuses and salary increases.
• Onsite Opportunities: Opportunities to work onsite in Silicon Valley and other locations.
• Additional Salary: 13th-month salary bonus.
• Holiday Bonuses: Bonuses for Vietnamese public holidays, special holidays, and personal occasions (e.g., birthdays, newborn baby, marriage, bereavement, sickness).
• Overtime Compensation: Payment for overtime work.
• Remote Work: Work-from-home policy with 30 days per year.
• Tech Support: Personal laptop and monitor support.
• Company Events: Exciting company trips, team-building activities, New Year parties, sports activities, and monthly birthday celebrations with finger food.
• Referral Bonus: Incentives for successful employee referrals.
• Paid Leave: 12 days of fully paid annual leave.
• Collaborative Environment: Work in a collaborative, innovative, and supportive environment to make an impact in the security industry.
• Language Skills: Opportunities to speak English with clients.