IT Support Specialist

Telestar VN

OVERVIEW

We are seeking a dedicated and knowledgeable Technical Support Specialist to join our team. The ideal candidate will have a strong technical background, excellent problem-solving skills, and a passion for assisting customers with their technical issues. As a Tech Support Specialist, you will play a critical role in providing effective technical support and maintaining customer satisfaction. You will be responsible for troubleshooting, diagnosing, and resolving various hardware and software-related problems.

ROLE AND RESPONSIBILITIES

• Provide timely and accurate technical assistance to customers via various channels, including phone, email, and chat.
• Troubleshoot and resolve hardware and software issues related to computer systems, software applications, networks, and peripherals.
• Diagnose and resolve technical problems by gathering information, analyzing symptoms, and utilizing available resources and knowledge bases.
• Analyze, troubleshoot, and resolve technical issues related to hardware, software, and network connectivity.
• Research, diagnose, and recommend appropriate solutions or workarounds to customers.
• Collaborate with internal teams to escalate complex issues and ensure timely resolution.
• Use our dedicated system to set up an account, and then follow up and make sure the account is set up successfully.
• Monitor all activities by using our system.
• Guide customers through step-by-step solutions, ensuring their understanding and satisfaction.

QUALIFICATIONS

• Strong verbal and written skills in English.
• University/College degree in information technology, computer science or any related fields.
• Proven experience as a Tech Support Specialist or similar role.
• Strong knowledge of computer hardware, software applications, operating systems, and network fundamentals.
• Familiarity with common troubleshooting tools and remote support software.
• Excellent problem-solving and analytical skills with the ability to prioritize and manage multiple tasks.
• Strong customer service orientation and the ability to communicate technical concepts to non-technical individuals effectively.
• Ability to work independently and collaboratively as part of a team.

WORKING TIME

Monday – Friday: From 13:00 - 22:00

• Work in a dynamic and flexible environment. (no dress code, pantry full of snacks and coffee)
• Team building, Happy Hour every week.
• Social insurance and annual leave based on the Vietnam Labour Code.
• Incentive will be added based on employee performance.
• 13th month bonus is provided based on performance.