694 Tier 1 Support jobs in Vietnam
Customer Support Specialist - Tier 2
950000 Long Xuyen, An Giang
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Join our client's customer-centric team as a Tier 2 Customer Support Specialist in **Long Xuyen, An Giang**. This on-site position requires a dedicated professional to provide exceptional technical assistance and customer service. You will be responsible for handling escalated customer inquiries, troubleshooting complex technical issues, and resolving problems efficiently and effectively. This includes diagnosing hardware and software issues, guiding customers through step-by-step solutions, and ensuring customer satisfaction. You will document all interactions and resolutions in the CRM system, contributing to our knowledge base. The ideal candidate will possess strong analytical and problem-solving skills, excellent communication abilities (both verbal and written), and a patient, customer-focused demeanor. Experience with ticketing systems, CRM software, and common customer support protocols is essential. You will work collaboratively with other support teams and product development to identify recurring issues and suggest improvements. This role offers a stable work environment with opportunities for professional development in customer service and technical support. You will be the frontline for complex customer challenges, requiring a deep understanding of our products and services. Your ability to remain calm under pressure and maintain a positive attitude will be highly valued. A passion for helping customers and a commitment to delivering outstanding service are key attributes for success in this role. You will be part of a team that prides itself on its responsiveness and ability to build lasting customer relationships.
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Customer Support Specialist - Tier 2
47000 Hoang Hoa
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Our client is seeking a highly motivated and experienced Customer Support Specialist to join their dynamic team in **Thanh Hoa, Thanh Hoa, VN**. This is a critical role responsible for providing top-tier technical assistance and problem resolution to our valued customers. You will be the primary point of contact for escalated customer inquiries, ensuring timely and effective solutions are implemented. Your responsibilities will include troubleshooting complex technical issues, diagnosing software and hardware problems, and guiding customers through step-by-step solutions. You will also be responsible for documenting all customer interactions and resolutions in our CRM system, identifying trends in customer issues, and providing feedback to the product development team for service improvement. The ideal candidate will possess exceptional communication skills, both written and verbal, with the ability to explain technical concepts clearly and concisely to a non-technical audience. A strong understanding of ticketing systems and customer relationship management (CRM) software is essential. You should be proficient in using remote support tools and have a proven track record of exceeding customer satisfaction targets. This role offers a hybrid work model, blending remote flexibility with in-office collaboration to foster team synergy and knowledge sharing. A passion for customer service and a proactive approach to problem-solving are key attributes we are looking for. Join us and become an integral part of a team dedicated to delivering outstanding customer experiences.
Key Responsibilities:
Key Responsibilities:
- Provide advanced technical support and troubleshooting for customer inquiries via phone, email, and chat.
- Diagnose and resolve complex technical issues related to software, hardware, and network connectivity.
- Escalate unresolved issues to appropriate internal teams, ensuring clear documentation and follow-up.
- Maintain accurate and detailed records of customer interactions and resolutions in the CRM system.
- Identify patterns and trends in customer issues and provide insights to improve products and services.
- Develop and update support documentation, knowledge base articles, and FAQs.
- Collaborate with cross-functional teams, including engineering and product management, to resolve customer problems.
- Train and mentor junior support staff on technical issues and best practices.
- Participate in team meetings and contribute to process improvement initiatives.
- Ensure adherence to service level agreements (SLAs) and maintain high customer satisfaction ratings.
- Proven experience in a Tier 2 or higher customer support role.
- Strong technical aptitude and ability to troubleshoot complex issues.
- Excellent problem-solving and analytical skills.
- Proficiency with CRM software and ticketing systems.
- Familiarity with remote support tools and methodologies.
- Exceptional communication and interpersonal skills.
- Ability to work independently and manage multiple priorities.
- High school diploma or equivalent; associate's or bachelor's degree in a related field preferred.
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Customer Support Specialist - Tier 2
650000 Nha Trang, Khanh Hoa
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Our client is looking for a dedicated and customer-focused Customer Support Specialist (Tier 2) to join their growing team in Nha Trang, Khanh Hoa, VN . This role is offered on a hybrid work model, allowing for a balance between in-office collaboration and remote flexibility. As a Tier 2 specialist, you will handle escalated customer inquiries and complex technical issues, providing timely and effective resolutions. You will act as a point of contact for customers facing challenging problems, requiring in-depth product knowledge and troubleshooting skills. Your duties will include diagnosing software and hardware issues, guiding customers through troubleshooting steps, and documenting all interactions accurately in the CRM system. You will also collaborate with engineering and development teams to report bugs, suggest product improvements, and ensure customer satisfaction. Excellent communication skills, both written and verbal, are paramount, as you'll be interacting with customers via phone, email, and chat. The ability to explain technical concepts in a clear and concise manner is crucial. You should have a passion for problem-solving and a commitment to delivering exceptional customer experiences. We expect candidates to be empathetic, patient, and have a strong sense of ownership over customer issues. Familiarity with ticketing systems and remote support tools is a must. This is an excellent opportunity for someone looking to advance their career in customer support within a reputable organization. You will be an integral part of a supportive team environment, with opportunities for continuous learning and professional development. The role requires a proactive approach to identifying and resolving recurring customer issues, contributing to the overall improvement of our support processes and customer satisfaction metrics.
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Customer Support Specialist (Tier 2)
530000 Hoa Sơn
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Our client is seeking a highly skilled and empathetic Customer Support Specialist (Tier 2) to provide advanced technical assistance and problem resolution for their global customer base. This is a fully remote position, allowing you to leverage your expertise from the comfort of your home office. You will be the escalation point for complex customer inquiries, requiring in-depth product knowledge and exceptional troubleshooting abilities. Key responsibilities include analyzing customer issues, identifying root causes, and providing effective solutions via various communication channels such as email, chat, and phone. You will also be responsible for documenting technical solutions, contributing to the knowledge base, and collaborating with engineering and product teams to improve product functionality and customer experience. The ideal candidate will have significant experience in customer support, particularly in a Tier 2 or technical support role. A strong understanding of troubleshooting methodologies and excellent communication and interpersonal skills are essential. You must be adept at managing multiple inquiries simultaneously and maintaining a high level of customer satisfaction. This role requires a self-starter with a passion for helping others and a commitment to delivering outstanding service. The ability to work independently, manage your time effectively, and adapt to evolving product features is paramount for success in this remote-first environment. Join our team and play a vital role in ensuring our customers receive the best possible support.
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Customer Service Representative - Tier 2 Support
10000 An Cu, An Giang
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Are you a problem-solver with excellent communication skills and a passion for helping others? We are seeking a dedicated Tier 2 Customer Service Representative to join our support team. This role is fully remote, allowing you to work from your home office. You will be responsible for handling complex customer inquiries, troubleshooting technical issues, and providing in-depth support to resolve customer challenges efficiently and effectively. Your goal will be to ensure a high level of customer satisfaction and retention.
Responsibilities:
Qualifications:
Responsibilities:
- Respond to customer inquiries via phone, email, and chat, addressing complex technical issues and providing detailed solutions.
- Troubleshoot and diagnose hardware, software, and network problems for our customer base.
- Escalate unresolved issues to appropriate internal departments (e.g., engineering, product development) while providing thorough documentation.
- Guide customers through step-by-step solutions and provide clear, concise instructions.
- Maintain accurate and detailed records of customer interactions, issues, and resolutions in our CRM system.
- Proactively identify recurring customer issues and provide feedback to product and development teams for improvement.
- Develop and maintain a comprehensive knowledge base of products, services, and common troubleshooting procedures.
- Educate customers on product features and best practices to enhance their experience.
- Participate in training sessions to stay updated on product knowledge and support procedures.
- Meet and exceed key performance indicators (KPIs) for customer satisfaction, resolution time, and ticket closure rates.
- Contribute to a positive and collaborative team environment.
- Handle sensitive customer information with discretion and adhere to privacy policies.
- Assist in training and mentoring Tier 1 support staff when needed.
- Identify opportunities to improve customer support processes and tools.
- Ensure a seamless and positive customer experience at every touchpoint.
Qualifications:
- Proven experience as a Customer Service Representative or in a similar technical support role.
- Minimum of 2-3 years of experience handling Tier 2 technical support or complex customer issues.
- Strong understanding of common troubleshooting methodologies for hardware, software, and/or network issues.
- Excellent active listening, verbal, and written communication skills.
- Proficiency in using CRM software and ticketing systems.
- Ability to explain technical concepts in a clear and understandable manner to non-technical users.
- Patience, empathy, and a customer-centric approach to problem-solving.
- Strong analytical and critical-thinking skills.
- Ability to work independently, manage time effectively, and meet deadlines in a remote work environment.
- High school diploma or equivalent; associate's or bachelor's degree in a related field is a plus.
- Reliable internet connection and a dedicated, quiet workspace for remote work.
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Remote Customer Support Specialist (Tier 2)
900000 Can Tho , Can Tho
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Our client is seeking a dedicated and experienced Remote Customer Support Specialist (Tier 2) to enhance their customer service operations. This role is essential for providing advanced technical support and resolving complex customer inquiries from the comfort of your home. As a Remote Tier 2 Specialist, you will be responsible for investigating and troubleshooting escalated customer issues, providing detailed explanations and solutions, and ensuring a high level of customer satisfaction. Your duties will include analyzing customer feedback, identifying recurring technical problems, and escalating unresolved issues to higher technical teams or product development. You will also be involved in creating and updating support documentation, FAQs, and knowledge base articles to empower customers and the support team. This position requires strong problem-solving skills, patience, and the ability to communicate technical information clearly and concisely to non-technical users. The ideal candidate will possess excellent written and verbal communication skills and a thorough understanding of our client's products and services. A proactive approach to learning new technologies and product updates is crucial. You will be working independently and managing your time effectively to meet service level agreements (SLAs). The ability to empathize with customers and de-escalate challenging situations is vital. This is an excellent opportunity to contribute significantly to customer retention and loyalty in a remote, flexible work environment. You will be a key point of contact for customers facing intricate challenges, requiring a deep understanding of our offerings.
Qualifications:
Qualifications:
- High school diploma or equivalent; Bachelor's degree in a relevant field is a plus.
- Minimum of 3 years of experience in customer support, with at least 1 year in a Tier 2 or technical support role.
- Proven ability to troubleshoot and resolve complex customer issues effectively.
- Excellent communication, listening, and interpersonal skills.
- Proficiency with CRM software and remote support tools.
- Strong analytical and problem-solving capabilities.
- Ability to work independently and manage time effectively in a remote setting.
- Familiarity with product/service specific technologies or platforms relevant to the client's industry.
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Lead Customer Support Specialist (Tier 2)
70000 An Thanh
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Our client is actively recruiting for a seasoned Lead Customer Support Specialist (Tier 2) to join their fully remote customer service team. This role requires an individual with exceptional problem-solving abilities and a passion for delivering outstanding customer experiences. As a Lead Specialist, you will handle complex customer inquiries that have been escalated from Tier 1 support, providing in-depth technical assistance and ensuring swift, satisfactory resolutions. You will also play a key role in training and mentoring junior support staff, contributing to the overall improvement of the support department’s performance and knowledge base. This is a remote-first position, offering the flexibility to work from anywhere within Vietnam. Your primary focus will be on resolving intricate technical issues related to our client’s products or services, maintaining high customer satisfaction ratings, and identifying trends in customer issues to provide feedback for product improvement. Responsibilities include:
- Addressing and resolving complex customer issues via various channels (email, chat, phone).
- Providing advanced technical support and troubleshooting for escalated cases.
- Developing and maintaining comprehensive support documentation and knowledge base articles.
- Training and mentoring Tier 1 support representatives on product knowledge and support procedures.
- Monitoring support queues and ensuring timely response and resolution times are met.
- Identifying recurring issues and escalating them to the relevant product or engineering teams with detailed analysis.
- Contributing to the continuous improvement of customer support processes and tools.
- Acting as a point of escalation for critical customer issues.
- Gathering customer feedback and providing insights to improve product and service offerings.
- Maintaining a professional and empathetic demeanor in all customer interactions.
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Remote Customer Support Specialist - Tier 2
95000 Rach Gia, Kien Giang
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Our client is looking for a dedicated and empathetic Remote Customer Support Specialist to provide exceptional assistance to their customer base. This role is entirely remote, allowing you to work from the comfort of your home office. You will be the primary point of contact for customers experiencing technical issues or requiring assistance with our client's products and services. Responsibilities include responding to customer inquiries via phone, email, and chat in a timely and professional manner, diagnosing and troubleshooting technical problems, and guiding customers through step-by-step solutions. You will also be responsible for documenting customer interactions, escalating complex issues to higher technical teams when necessary, and contributing to the knowledge base by creating and updating support articles. The ideal candidate possesses excellent communication and interpersonal skills, a patient demeanor, and a passion for helping others. A strong understanding of customer service principles and a proven ability to resolve customer complaints effectively are essential. You should be comfortable working independently and managing your time efficiently to meet service level agreements. Proficiency with customer relationship management (CRM) software and ticketing systems is required. We are seeking individuals who are adaptable, quick learners, and can thrive in a fast-paced, remote work environment. This role offers a great opportunity to grow your career in customer support while working remotely. You will be an integral part of a supportive team dedicated to ensuring customer satisfaction. Your ability to empathize with customers and provide clear, concise solutions will be key to your success. Join us and make a real difference in our customers' experience.
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Remote Customer Support Specialist (Tier 2)
56000 Phan Thiet, Binh Thuan
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Our client is looking for a dedicated and highly communicative Customer Support Specialist to provide Tier 2 technical assistance. This is a fully remote position, offering a stable and supportive virtual work environment. You will be the frontline for resolving complex customer issues, ensuring a high level of customer satisfaction. Responsibilities include responding to customer inquiries via phone, email, and chat, diagnosing and troubleshooting technical problems related to our products/services, and escalating unresolved issues to appropriate departments. You will document all customer interactions and resolutions accurately in the ticketing system. A key aspect of this role is to provide clear, concise, and timely solutions, ensuring customers feel heard and supported. You will also contribute to the knowledge base by creating and updating help articles and FAQs. The ideal candidate will possess excellent communication and interpersonal skills, with a patient and empathetic approach to customer service. Previous experience in a customer support or helpdesk role, specifically with technical troubleshooting, is required (minimum 2 years). Proficiency in using CRM software and ticketing systems is essential. A strong understanding of (mention relevant technology, e.g., software applications, hardware, network basics) is highly advantageous. You should be a proactive problem-solver, capable of working independently and managing your time effectively in a remote setting. A stable internet connection and a dedicated workspace are necessary for this role. We are seeking individuals who are passionate about helping customers and are committed to delivering exceptional support.
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Remote Customer Support Specialist, Tier 2
90000 Can Tho , Can Tho
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Join our client's dynamic support team as a Remote Customer Support Specialist, Tier 2. This fully remote position allows you to provide expert technical assistance and exceptional customer service to a global clientele from anywhere. As a Tier 2 Specialist, you will handle escalated customer inquiries, troubleshoot complex technical issues, and provide in-depth solutions to ensure customer satisfaction. Your responsibilities will include diagnosing hardware and software problems, guiding customers through resolution steps, and documenting all interactions accurately. You will be the primary point of contact for customers experiencing more challenging issues, requiring advanced problem-solving skills and a comprehensive understanding of our client's products and services.
Key duties involve collaborating with other support teams and development departments to identify root causes of recurring issues and contribute to product improvement. You will also assist in creating and updating knowledge base articles, FAQs, and troubleshooting guides to empower customers and fellow support agents. The ideal candidate will possess excellent communication and interpersonal skills, with the ability to explain technical concepts clearly and concisely. A strong background in customer service, technical support, and a genuine passion for helping people are essential. Proficiency in troubleshooting operating systems, common software applications, and basic network configurations is required. Experience with CRM and ticketing systems is a plus. This role demands a high level of patience, empathy, and a commitment to delivering outstanding support. If you are a proactive problem-solver who excels in a remote work environment and thrives on resolving complex customer issues, we want to hear from you.
Key duties involve collaborating with other support teams and development departments to identify root causes of recurring issues and contribute to product improvement. You will also assist in creating and updating knowledge base articles, FAQs, and troubleshooting guides to empower customers and fellow support agents. The ideal candidate will possess excellent communication and interpersonal skills, with the ability to explain technical concepts clearly and concisely. A strong background in customer service, technical support, and a genuine passion for helping people are essential. Proficiency in troubleshooting operating systems, common software applications, and basic network configurations is required. Experience with CRM and ticketing systems is a plus. This role demands a high level of patience, empathy, and a commitment to delivering outstanding support. If you are a proactive problem-solver who excels in a remote work environment and thrives on resolving complex customer issues, we want to hear from you.
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