Technical Customer Support (Hardware & Software Support)

TECHNICAL CUSTOMER SUPPORT (Hardware & Software Support) (Open to Vietnames.e candidates only)

• Location: Flemington Tower, 182 Le Dai Hanh Street, Phu Tho Ward, Ho Chi Minh City
• Working Time: 5 days/week, rotating shift, 8am – 11pm, with only 9 hours (8hrs working + 1hrs break)
• English proficiency: B2 level

About the job

The Role

• Responsible for providing telephone/email/chat, and remote diagnostic technical support for desktop and portable products.
• Answer questions about installation, operation, configuration, customization, and usage of assigned products.
• Responsible for following defined policies & procedures (e.g. verify warranty entitlement, etc.).
• Apply diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures. Document problems in the support solution database for diagnostics and solution implementation.

Job Description

• Responds to customer technical problems/issues related to hardware and networking via phone /email/chat.
• Assist customers by diagnosing problems and providing resolutions for technical service.
• Uses troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contacts.
• Apply Diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures.
• Documents problems in the support solution database for diagnostics and solution implementation.
• Advises/educates customers within procedural guidelines to ensure a complete solution to their technical or service questions.
• Identifies, research and provides input on unique or recurring customer problems.
• Remains knowledgeable of client’s product line, policies, and procedures.
• Knowledge in how to interact with Microsoft Windows Operative Systems and Basic Internet Tools.
• Focus on delivering a positive customer experience according to Client standards.
• Monitors and tracks issues to ensure accurate resolution.
• May be involved in revenue generation activities with current customers.
• Reviews and distributes pertinent cross-functional information. Escalates more complex customer technical issues to senior level support

Technical Skills Requirements

1. PC hardware Knowledge:

• Understanding of the physical components of a PC and its architecture (internal components and their connectivity and integration, the difference between brands and specs) such as Motherboard, Storage types and speeds, processors brands and categories, gaming setup.
• Able to diagnose hardware problems on both laptops and desktops and has knowledge of PC components and their functionalities with the ability to guide clients to fully disassemble and assemble the parts remotely
• Small-Medium sized storage/server knowledge is an added advantage (Large-Enterprise level storage is not relevant)
• Understanding of all PC accessories such as Printers, projectors, external display modes and connectivity

2. PC Software:

• Comprehensive knowledge of the operating system Windows/Linux (installation, setup, activation, diagnose issues)
• Comprehensive knowledge of Microsoft bundles (setup, installation, activation, diagnose issues)
• Anti-virus & malware support, file recovery and restoration

Requirements

• Bachelor’s degree in IT/Technical Engineer is a plus.
• At least 1 year of Technical Support and/or with technical background
• Must possess effective communication skills (written and verbal)
• Ability to work under pressure
• Corporate and process mind
• Excellent communication and quality orientation

Benefits

• Attractive fixed salary + 100% salary during probation.
• 13th month salary.
• 14 days of annual leave.
• Health Insurance, Social Insurance + Aon Health Care.
• Career development opportunities in a professional and dynamic environment.
• Opportunity to work with top industry experts and talented colleagues.
• Transparent, trustworthy, and inspiring workplace culture.
• Participation in engagement and well-being activities: Company events, Happy Day,...