Helpdesk Specialist - Technology

Company Overview
Position: HELPDESK SPECIALIST (TECHNICAL SUPPORT)－Technology
Job Code: JO-180419-156515
Headcount(s): 2
Level: Staff
Contract Term: Permanent
Recruitment Reason: Expansion
Expected Joining Date: Negotiable
Work Location: District 11, HCMC
Work Time:
-Monday – Friday (8:00~17:00)
Salary Range: Up to Gross 1000 USD / Per Month / Negotiable
Allowance(s): Governed under VN law
Bonus and Incentives: 13th month bonus / Project incentive
Benefit(s): Annual leave 12 days per year / Social, Health and Unemployment Insurance / Annual company trip
Selection Process: 2-3 rounds

Job Description
Report to Helpdesk Head
Assigned to Helpdesk Department
Job Responsibilities:
-Serve as the first point of contact for customers seeking technical assistance over the e-mail and Zendesk.
-Perform remote troubleshooting through diagnostic techniques and pertinent questions.
-Determine the best solution based on the issue and details provided by customers
-Walk the customer through the problem-solving process.
-Direct unresolved issues to the next level of support personnel.
-Provide accurate information on our products or services.
-Record events and problems and their resolution in logs.
-Follow-up and update customer status and information.
-Pass on any feedback or suggestions by customers to the appropriate internal team.
-Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams

Requirements
Desirable Background & Experience:
Essential Requirements
-Qualification/Certificate: Bachelor's Degree
-Language Skills: Proficiency in English
-Gender: Any
-Age: Any
-Experience: Proven working experience in providing help desk specialist or communicator in IT company
-Ability to multi-task, prioritize, and manage time effectively
-Excellent problem-solving and communication skills
-Customer-oriented and cool-tempered
Preferable Requirements
-Language Skills: Proficiency in Japanese
-Working knowledge of Zendesk, help desk software
-Hands-on experience with Windows/Linux/Mac OS environments
-Good understanding of computer systems, mobile devices and other tech products
-Ability to diagnose and troubleshoot basic technical issues
Desirable Character:
-Personality: hardworking, proactive

Additional Job Information
Please kindly be noted that only shortlisted candidate will be approached. For further information about the job, please kindly contact us via our telephone No. of 028-3911-5800

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