Technical Support Advocates (multiple vacancies available)

Vietnam / Customer Support

 

Are you looking for the best place to push your technical career and become an expert in leading IT solutions within a very short time? Do you want to gain global experience and get extensive training on high-end software products and solutions?

The TSA teams at Tek Experts provide client support by effectively managing severity system issues while maintaining service level requirements. They have full responsibility for technical support for customers and manage information gathering and sharing, analytical troubleshooting and problem research; collaborating with other engineers as necessary.

We are offering you an opportunity to join our unique, vastly growing, technical support team that helps customers to get the most from their state-of-the-art solutions. You will be involved in a proactive communication with customers and provide the best possible service acting as a liaison between the client’s internal/external departments to find solutions.

Available positions per language:

  • English: 15 vacancies
  • Portuguese: 6 vacancies
  • Spanish: 6 vacancies
  • German: 6 vacancies
  • French: 6 vacancies
  • Russian: 6 vacancies

Responsibilities

  • Act as a liaison between client and customer on incident issues while maintaining the integrity of our level of service
  • Triage incident service request by inbound and outbound phone calls, email or web portal as a point of contact
  • Identify and assign the incident to the appropriate severity level, category, priority, team and engineer
  • Manage the lifecycle of the incident to ensure the customers incident is resolved within the client’s requirements
  • Make use of the appropriate information provided by the software and database systems to build problem resolution skills and maximize the quality of support and the timeliness with which it is provided to customers.
  • Be able to identify and incorporate conflict-resolution techniques
  • Keep the customer updated with timely and frequent information about progress towards resolving the issue to improve the overall Customer experience
  • Interact with cross functional teams (Engineers, Subject Matter Experts, Internal and External Resources
  • Perform other related duties as assigned

Requirements

Education and experience:

  • University/college degree
  • Minimum 5 years work-related experience in customer relationships position or similar
  • Minimum 2 years work-related experience with technical support or software applications
  • Basic knowledge in it, fast learner in IT knowledge or software system

Preferred skills /qualifications:

  • Experience in customer care, quality assurance or it (problem-solving, analyzing information, multi-tasking) or any related field
  • Knowledge of enterprise products and solutions including exchange, SQL, SharePoint, Office 365, Azure and other enterprise solutions is a great asset.
  • Ability to communicate effectively with key partners
  • Strong customer services skills including negotiation, influencing, conflict handling etc.,
  • High-energy, passionate and has strong personal management skills
  • Ability to multi-task, set priorities and drive outstanding items to completion
  • Strong phone, verbal and written communication skills along with active listening
  • Can communicate in English for internal communication and training
  • Excellent communications in German/ French/ Russian/ Spanish/ Portuguese

What we offer

  • Training on the job required IT software
  • Full insurance contribution, additional healthcare insurance in labor contract
  • Attractive salary and benefit
  • Company bus support at late night
  • Professional and international working environment
  • Summer trip, year-end party, team building activities

Start fulfilling your dreams

If you think you have what it takes to make a difference and want to work for a company that can offer you unlimited potential then apply for this position now and tell us more about what you can bring to our business. You can also check out our other jobs.
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If you are experiencing technical issues with your application and need support, please send a message to support@tek-experts.com.