• 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
2
Kỹ năng & trình độ của bạn
Proficient in Japanese (4 skills) (Advanced level) (N1, N2 cert is preferred)
Can understand English technical document, and have basic English conversation skills
Customer service mindset
Interested in the IT field
Working hours: 7:00 – 16:00
9 hours/day (including 1-hour break), 5 days/week (2 non-fixed days off - determined by the manager)
Includes holiday and Tet shifts as assigned, allowances provided per labor law
Any shift or schedule changes will be notified by the department head
3
Quyền lợi
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.
