Provide a high quality customer support experience for end user through phone/email/chat, in order to increase lifetime value, and overall satisfaction with hardware and digital content on Client’s Online Application Platform. Provide strategic and consultative advise and help solve technical issues by working with a large number of businesses from your market. Fast learner of new technical skills and proactive about staying up to date on technical and product details within Client’s Online Application Platform.

Job Requirements

1. Open to High school Graduates. Associate/Bachelor’s degree holders will be preferred.
2. Minimum 1 year in customer service/sales
3. Experience in IT/BPO Industry will be preferred.
4. Good proficiency in English and Vietnamese languages.
5. Experience with Customer Relationship Management (CRM) tool will be preferred.
6. Proficiency in SFDC (Salesforce) will be preferred.
7. Proven demonstration of analytical and problem solving skills
8. Server knowledge and troubleshooting skills considered a plus
9. Ability to convey technical topics to a wide variety of callers with varying technical skills levels.
10. Ability to work within tight time constraints and maintain call quality, provide excellent documentation and be processional and courteous.
11. Ability to work well on your own and also as part of a team
12. Ability to develop in-depth technical knowledge about Client’s hardware & digital content products.
13. Ability to work in an ambiguous and changing work environment.
14. Knowledgeable on Digital Content within Client’s Online Application Platform and Client’s Hardware products.
15. Knowledgeable in technical troubleshooting skills.

Job Description

1. Provide outstanding customer service to users within Client’s Online Application Platform over phone, email, and/or live chat regarding product selection, services and issues.
2. Focus on delivering on key results like customer satisfaction, first time resolution, efficiency and quality metrics.