ITECHWX ★ 3.5

Are you passionate about helping others and have a deep understanding of Microsoft Office 365?

Microsoft Office 365 (O365) is a cloud-based productivity suite that includes tools like Word, Excel, and Teams. It enables seamless collaboration, secure cloud storage, and remote access, making it ideal for modern businesses.

We're seeking a talented Technical Support Engineer to join our growing team! In this role, you'll leverage your expertise in Microsoft Office 365 (O365) to troubleshoot and resolve customer issues, ensuring a smooth and successful user experience.

LOCATION: Lancaster Luminaire Building, 1152-1154 Lang Street, Lang Thuong Ward, Dong Da District, Hanoi City

Only accepting candidates based in Hanoi, Vietnam

RESPONSIBILITIES

• Regularly review the backlog of agents to find out potential compliance issues/case handling issues/process issues, report to leadership team in a timely manner.
• Make recovery call for risky cases to minimize high-risk cases to drive CSAT.
• Monitor, evaluate and / or audit samples of inbound and/or outbound calls and other contact methods including non-voice.
• Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies.
• Support management focus on review of key drivers, metrics, and operational processes (including Training) that drive Balanced Scorecards and count profitability goals.
• Provides accurate and timely reports on a daily, monthly, month-to-date and year-to-date rolling basis on call quality, productivity, availability, and other key metrics as determined.
• Be responsible for physical compliance audits and maintain zero compliance issues in the team.
• Quality Analyses: Produce all quality analysis information required to maintain the performance at level of target required (statistical, affinity, Drivers, Attributes, etc.)

Key measure:

• Successful implementation of process improvements
• A common quality language regarding processes and improvements used in the organization
• Knowledge of key principles of quality management distributed in the organization

REQUIREMENTS

• Have at least 3-6 months experience in QA in BPO, Contact center industry.
• Excellent speaking and writing in English.
• Experience in managing quality performance targets desired.
• Strong determination for KPI achievement.
• Disciplined and highly motivated to motivate and encourage the team for improvement.
• Excellent oral, written, and interpersonal communication skills.
• Demonstrated problem-solving skills, strategic and analytical capabilities.
• Having experience/background in IT, Tech Support, and high-tech projects is a big plus.

Working schedule: Fixed Night Shift: 10PM – 7AM

• 9 hours/day (including 1-hour break), 5 days/week (2 non-fixed days off - determined by the manager)
• Holiday shifts will be registered in advance
• Any shift or schedule changes will be notified by the department head

BENEFITS

• Competitive Salary: 16.000.000 - 20.000.000 VND
• Salary at 100% during the probationary period
• 90% contribution of the gross salary to social insurance
• An employee who works at night (10PM-6AM) will be paid an additional amount of 30% of the normal salary + PVI insurance + 500,000 VND food allowance
• 20 days leave (12 days of annual leave and 8 days of sick leave)
• Training will be offered
• Full working equipment will be provided Annual Health Checkup
• Activities: Birthday party, Employee engagement activities