Vietnamese TSR/ITHD

Job Title: Vietnamese TSR/ITHD

Site: Giga, Bridgetowne, Quezon City

Work Setup: Onsite

Shift Schedule: Shifting

Salary Range: PHP 95,000 – 100,000

Other Incentives/Allowances: PHP 2,500

Abou the role:

As a Vietnamese Technical Support Representative / IT Helpdesk, you will be responsible for providing first-level technical assistance and support to end-users in both Vietnamese and English. You will handle technical inquiries, troubleshoot system and network issues, and ensure that customer concerns are resolved promptly and professionally. This role requires strong communication skills, technical aptitude, and the ability to deliver excellent customer service in a fast-paced environment.

You will be working with a global technology client, supporting users through multiple communication channels such as chat, email, or phone, and collaborating with other support teams to escalate complex issues.

Job description/ responsibilities:

• Provide technical support and troubleshooting for software, hardware, and network-related concerns.
• Respond promptly to customer inquiries via email, chat, or phone in both Vietnamese and English.
• Identify, diagnose, and resolve technical issues efficiently while maintaining a high level of customer satisfaction.
• Log all customer interactions accurately in the system.
• Escalate unresolved issues to higher-level support or engineering teams as needed.
• Follow up with customers to ensure full resolution of technical problems.
• Adhere to company policies, service level agreements (SLAs), and quality standards.
• Participate in product and system training sessions to stay updated with new features and updates.

Qualifications:

• Education: At least 2 years in college (any field)
• Experience: Minimum of 1 year in the BPO industry
• Relevant Domain Experience: Technical Support Representative / IT Helpdesk
• Language Requirement: Proficient in Vietnamese and English (spoken and written)
• Technical Skills: Basic understanding of computer systems, networks, and troubleshooting processes
• Soft Skills: Strong communication, analytical, and customer service skills