• Actively process support tickets assigned by Customer Support Manager and/or clients as the primary contact point to deliver advanced consultants to clients’ problems or collect requirements to transfer to the technical team.
• Issue testing with possible causes to identify the severity and influence level.
• Collaborate with the technical team to provide a solution (workflow, estimated time…) to ensure service to be well-delivered in a timely manner and high quality.
• Collaborate with 3rd party vendors to clarify customer problems when needed.
• Support clients in managing business operations. Make sure client business operations run smoothly without any interruption.
• Follow up and appropriately report to clients about development progress, be responsible for the tickets until client’s acceptance.
• Instruct customers on the on-boarding process for different levels.
• Report directly to the manager to help to manage ticket statuses and resource allocation.
• Prepare and manage business documents: Wireframes, Activity Diagrams, UAT Document, User Manual, System Process Flow, Functional and Business Requirements, Reports, etc.

• Excellent communication and relationship-building skills.
• Advanced English communication - speaking and writing.
• Analytical skill, logical and customer-oriented mindset.
• Strong researching, problem-solving, and troubleshooting skills.
• Able to work both independently and as part of a team to come up with a creative solution.
• Able to work under pressure and available to work at any time.
• Understand basic business/ Ecommerce IT knowledge (Magento, CRM, ERP,etc.).
• Basic knowledge in software development planning and business management.
• Experienced in running/ managing business campaigns, dealing with 3rd party vendors.

AT SMARTOSC, WE OFFER THE BESTS TO YOUR VALUES

• Attractive salary package.
• Salary reviews twice a year.
• Flexible working hour.
• Premium health care up to $3,000/year.
• Working in professional English environment
• Free English, Japanese and professional training packages.
• Firm’s Certified Qualifications Sponsorship for career development.
• Annual company trip inside or outside Vietnam.
• Other fun activities: happy hour, quarterly team building, football club, yoga club, swimming club, charity activities, etc.
• Free entertainment parties: Birthday party, Anniversary party, Sum-up Party, Year-End Party, etc.