816 Travel Tech jobs in Vietnam
Customer Service Representative - Tech Support
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As a Customer Service Representative, your primary responsibilities will include responding to customer inquiries via phone, email, and chat, troubleshooting technical issues, and guiding users through step-by-step solutions. You will need to accurately diagnose and resolve customer problems, escalating complex issues to the appropriate internal teams when necessary. Maintaining a high level of customer satisfaction by providing professional and courteous service is paramount. You will be expected to document all customer interactions and resolutions in our CRM system, contributing to our knowledge base. Identifying recurring customer issues and providing feedback to product development teams for service improvement will be an important aspect of the role.
The ideal candidate will possess excellent communication and interpersonal skills, with the ability to explain technical concepts in a clear and understandable manner. Previous experience in a customer service or technical support role is highly preferred. Strong problem-solving skills and the ability to remain calm and patient under pressure are essential. Familiarity with common operating systems and software applications is required. A passion for technology and a strong desire to help customers are key attributes. The ability to work flexible hours, including weekends and holidays as needed, may be required. If you are a customer-centric individual with a knack for technical troubleshooting, we invite you to apply and contribute to our commitment to excellent customer care in Thai Nguyen, Thai Nguyen, VN .
Customer Success Manager - Tech Support
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Customer Service Representative - Tech Support
Posted today
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Job Description
Key Responsibilities:
- Respond to customer inquiries and provide technical assistance via phone, email, and chat.
- Diagnose and troubleshoot hardware, software, and network issues.
- Guide customers through step-by-step solutions to resolve their technical problems.
- Escalate unresolved issues to appropriate internal teams for further investigation.
- Document all customer interactions, issues, and resolutions in the CRM system.
- Maintain a high level of customer satisfaction through professional and efficient service.
- Identify and report trends in customer issues to improve product and service quality.
- Stay up-to-date with product knowledge and technical updates.
- Adhere to service level agreements (SLAs) and company policies.
- Contribute to the knowledge base with troubleshooting guides and FAQs.
- High school diploma or equivalent; Associate's or Bachelor's degree in IT or a related field is a plus.
- Previous experience in customer service or technical support.
- Strong understanding of computer hardware, software, and operating systems.
- Excellent verbal and written communication skills.
- Patience and empathy when dealing with customers.
- Ability to troubleshoot complex technical problems.
- Familiarity with CRM software and ticketing systems.
- Ability to work effectively in a hybrid work environment.
Customer Success Manager - Tech Support
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Key Responsibilities:
- Manage a portfolio of assigned customers, ensuring their successful adoption and utilization of the product/service.
- Onboard new customers, providing comprehensive training and setup assistance.
- Proactively engage with customers to understand their business goals and challenges.
- Respond to and resolve customer technical issues and inquiries in a timely and efficient manner.
- Conduct regular business reviews with clients to assess satisfaction and identify areas for improvement.
- Educate customers on new features, best practices, and relevant product updates.
- Identify and escalate customer issues to the appropriate internal teams when necessary.
- Collect and analyze customer feedback to provide insights for product and service enhancements.
- Drive customer retention and identify opportunities for upsell or cross-sell.
- Maintain accurate customer records and interactions in the CRM system.
- Bachelor's degree in Computer Science, Information Technology, Business, or a related field.
- Proven experience in customer success, account management, or technical support roles.
- Strong technical aptitude and ability to troubleshoot software and hardware issues.
- Excellent communication, interpersonal, and problem-solving skills.
- Experience with CRM software (e.g., Salesforce, Zendesk) and helpdesk ticketing systems.
- Ability to manage multiple client relationships and prioritize effectively.
- Customer-centric mindset with a passion for helping others succeed.
- Experience in a remote work environment is a plus.
Customer Service Team Lead - Tech Support
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Responsibilities:
- Lead, coach, and mentor a team of technical support representatives.
- Monitor team performance and adherence to service level agreements (SLAs).
- Handle escalated customer inquiries and provide advanced technical support.
- Ensure timely and effective resolution of customer issues and complaints.
- Develop and implement training programs for new and existing team members.
- Create and maintain comprehensive support documentation, FAQs, and knowledge base articles.
- Analyze customer feedback and support metrics to identify areas for improvement.
- Collaborate with other departments to resolve customer issues and improve product/service offerings.
- Manage team schedules, workload distribution, and performance reviews.
- Foster a positive and supportive team environment focused on customer success.
- Identify trends in customer issues and provide feedback to product development teams.
- Ensure all customer interactions are handled professionally and courteously.
- Proven experience in a customer service or technical support role, with at least 2 years in a leadership or supervisory capacity.
- Strong understanding of customer service principles and best practices.
- Excellent leadership, communication, and interpersonal skills.
- Proficiency with CRM software and helpdesk ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Ability to troubleshoot technical issues across various platforms and products.
- Experience in training and coaching team members.
- Strong problem-solving and conflict-resolution skills.
- Ability to work effectively in a hybrid work environment.
- Bachelor's degree in a relevant field or equivalent practical experience.
- Demonstrated ability to motivate a team and achieve performance targets.
Remote Customer Service Representative - Tech Support
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Responsibilities:
- Provide technical support and resolve customer issues via phone, email, and chat.
- Diagnose and troubleshoot software and hardware problems.
- Guide customers through step-by-step solutions.
- Maintain accurate records of customer interactions and technical issues.
- Escalate unresolved issues to appropriate support teams.
- Identify and report trends in customer issues to improve products/services.
- Adhere to customer service standards and company policies.
- Manage a queue of support tickets efficiently.
- Contribute to the knowledge base by documenting solutions.
- Ensure a high level of customer satisfaction.
- High school diploma or equivalent; Associate's or Bachelor's degree preferred.
- Proven experience in customer service or technical support roles.
- Excellent communication, interpersonal, and active listening skills.
- Strong problem-solving and troubleshooting abilities.
- Familiarity with common operating systems and software.
- Ability to explain technical information clearly and concisely.
- Proficiency with CRM software and ticketing systems is a plus.
- Ability to work independently and manage time effectively in a remote setting.
- Customer-focused attitude and patience.
Customer Success Manager - Remote Tech Support
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Customer Support Specialist - Tech
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Key responsibilities include:
- Responding to customer inquiries via phone, email, and chat in a timely and professional manner.
- Troubleshooting technical issues related to software, hardware, or online platforms.
- Providing clear and concise instructions and guidance to customers to resolve their problems.
- Documenting customer interactions, issues, and resolutions in the CRM system.
- Escalating complex technical issues to senior support staff or relevant departments.
- Identifying recurring issues and providing feedback to product development teams.
- Educating customers on product features and best practices.
- Maintaining a high level of customer satisfaction through effective problem-solving.
- Contributing to the knowledge base by creating helpful articles and FAQs.
Customer Support Specialist - Tech
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Key Responsibilities:
- Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
- Diagnose and resolve technical hardware and software issues, including account-related problems.
- Walk customers through step-by-step solutions for common technical problems.
- Escalate unresolved issues to appropriate internal teams for resolution.
- Document all customer interactions, troubleshooting steps, and resolutions accurately in the CRM system.
- Provide feedback to the product and engineering teams on common customer issues and product improvements.
- Contribute to the development and maintenance of the knowledge base and FAQ sections.
- Educate customers on product usage and best practices.
- Maintain a high level of customer satisfaction by delivering outstanding support.
- Collaborate with team members to share knowledge and best practices.
Qualifications:
- High school diploma or equivalent; Associate's or Bachelor's degree in a related field is a plus.
- Proven experience in a customer service or technical support role.
- Excellent communication and active listening skills.
- Strong problem-solving abilities and attention to detail.
- Proficiency with CRM software and helpdesk systems.
- Ability to multitask and manage time effectively in a dynamic environment.
- Patient and empathetic demeanor when dealing with customers.
- Familiarity with common operating systems and software applications.
- Ability to work effectively both independently and as part of a hybrid team.
This role requires availability for shifts that may include evenings and weekends, depending on customer needs. We offer a supportive work environment, opportunities for professional development, and a competitive benefits package.
Remote Customer Support Representative - Tech Inquiries
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Key Responsibilities:
- Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
- Troubleshoot and resolve technical issues related to software, hardware, and services.
- Guide customers through product features, setup processes, and common usage scenarios.
- Identify and escalate complex technical problems to senior support staff or specialized teams when necessary.
- Document all customer interactions, issues, and resolutions accurately in the CRM system.
- Develop and maintain a deep understanding of the company's products and services.
- Provide feedback to the product development team based on customer issues and suggestions.
- Assist in creating and updating customer support documentation, such as FAQs and knowledge base articles.
- Manage customer expectations and ensure a positive support experience.
- Meet or exceed key performance indicators (KPIs) for response time, resolution rate, and customer satisfaction.
- Adhere to company policies and procedures for customer service and data privacy.
- Contribute to team efforts and participate in training sessions to enhance skills.
- Proactively identify opportunities to improve customer self-service resources.
- Maintain a positive and professional attitude, even in challenging situations.
- Collaborate with team members to share best practices and support each other.
Qualifications:
- Proven experience in customer support, technical support, or a similar customer-facing role.
- Excellent verbal and written communication skills in Vietnamese and English.
- Strong understanding of computer hardware, software, operating systems, and common technical issues.
- Ability to troubleshoot technical problems systematically and efficiently.
- Proficiency with customer relationship management (CRM) software and helpdesk ticketing systems.
- Excellent listening skills and empathy towards customer concerns.
- Ability to work independently and manage time effectively in a remote work environment.
- Strong organizational skills and attention to detail.
- A customer-centric approach with a commitment to delivering exceptional service.
- Ability to learn new technologies quickly.
- High school diploma or equivalent required; Associate's or Bachelor's degree is a plus.
- Experience supporting SaaS products or technology services is highly desirable.
This remote position offers a fantastic opportunity for individuals passionate about technology and customer service to contribute to a growing company. Enjoy the flexibility of working from home while making a real impact on customer satisfaction.