Genio Academy

Job Description

We are looking for several engineers to provide world-class support to a US based software application company. We have openings for engineers with various levels of experience, so this is a great opportunity for growth.

The Technical Support is responsible for troubleshooting, replicating, and analyzing issues reported by customers.. This role requires excellent communication skills, a customer-centric mindset, and the ability to troubleshoot and resolve customer inquiries effectively.

Successful candidates will have good English communication skills (reading, writing and speaking), interested in working closely with customers located throughout the US, have the following skills.

Job Requirements

• Very good in English communication.
• Work closely with sales, technical support, and other departments to resolve customer concerns efficiently. Troubleshoot and resolve customer issues or escalate them to the appropriate team when necessary.
• Strong problem-solving and conflict-resolution abilities.
• Organizational skills and attention to detail.
• Multitasking ability in a fast-paced environment.
• Strong sense of curiosity and the ability to quickly & eagerly learn the inner workings of applications are musts.
• Understanding and usage of incident management systems such as Zoho Desk as well as project management tools such as TargetProcess.
• Have knowledge of API testing, database technology such as SQL Server and MySQL.
• Understand the testing process, can write test cases (especially write clear test steps when logging a customer's bug so the QA and development team can reproduce the bug easily)
• Respond promptly to customer inquiries via call, chat. 
• Handle customer complaints with empathy and professionalism, ensuring satisfactory resolution. 

Work Place: Da Nang.

Benefits and Incentives

• Competitive Salary: Attractive and highly competitive salary packages.
• Healthcare: Premium healthcare insurance with annual check-ups at top-tier hospitals.
• Performance Bonuses: Annual performance reviews with substantial bonuses and salary increases.
• Onsite Opportunities: Opportunities to work onsite in Silicon Valley and other locations.
• Additional Salary: 13th-month salary bonus.
• Holiday Bonuses: Bonuses for Vietnamese public holidays, special holidays, and personal occasions (e.g., birthdays, newborn baby, marriage, bereavement, sickness).
• Overtime Compensation: Payment for overtime work.
• Remote Work: Work-from-home policy with 30 days per year.
• Tech Support: Personal laptop and monitor support.
• Company Events: Exciting company trips, team-building activities, New Year parties, sports activities, and monthly birthday celebrations with finger food.
• Referral Bonus: Incentives for successful employee referrals.
• Paid Leave: 12 days of fully paid annual leave.
• Collaborative Environment: Work in a collaborative, innovative, and supportive environment to make an impact in the security industry.
• Language Skills: Opportunities to speak English with clients.