We are, iTechwx, established in mid-2022, with 600 employees across 3 offices within Ho Chi Minh City. iTechwx dedicates the One-Stop Digital Transformation Service to our customers. Renowned for delivering premium IT outsourcing services exclusively tailored for Microsoft clients for 4 products: Microsoft Dynamics 365, Microsoft Azure, Microsoft Windows Commercial, Microsoft Office 365.

Responsibilities

Reviews issues and contacts customers to understand issues.
Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, and performance traces) to help resolve customer issues.
Resolves or escalates multiple and varied customer issues. Documents technical work and research.
Analyzes problems and develops solutions for customer needs using log analysis and other proprietary tools.
Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues.
Attends readiness training and non-technical training to ensure that they become proficient in support topics. Product/Process Improvement
Provides feedback to improve products to more senior engineers or technical advisors.
Identifies potential defects and escalates to more senior engineers to resolve.
Provides feedback on how to improve automated tools.
Attends case triage meetings or case discussions to collaborate and share ideas to resolve problems

Requirements

Proficient in Japanese (4 skills) (Advanced level) (N1, N2 cert is preferred)
Can understand English technical document, and have basic English conversation skills
Willing to work during Tet and holidays (with a salary up to four times the normal rate)
Customer service mindset

Benefits

Salary at 100% during the probationary period (2 months).
Training in the 1st month.
90% contribution of the gross salary to social insurance
12 days of annual leave, 8 days of sick leave
30% allowance on gross salary for employees working night shift from 10PM - 6AM
PVI insurance + 500,000 VND food allowance if night shifts comprise 50% or more of working hours.
Annual Health Checkup for Employees Sign Labour Contract before 1st January.
Activities: Birthday party, Employee engagement activities.
Training will be offered
Full working equipment will be provided