TELESTAR LLC

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

Microsoft 365 (M365) is a cloud-based suite of productivity and collaboration tools that empowers businesses of all sizes to achieve more. It includes familiar applications like Word, Excel, PowerPoint, and Outlook, along with innovative services like OneDrive for cloud storage and Teams for communication and teamwork.

We're seeking a talented Technical Support Engineer to join our growing team! In this role, you'll leverage your expertise in M365 to troubleshoot and resolve customer issues, ensuring a smooth and successful user experience.

You will:

• Reviews issues and contacts customers to understand issues. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, and performance traces) to help resolve customer issues.

• Resolves or escalates multiple and varied customer issues. Documents technical work and research.

• Analyzes problems and develops solutions for customer needs using log analysis and other proprietary tools.

• Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues.

• Attends readiness training and non-technical training to ensure that they become proficient in support topics. Product/Process Improvement

• Provides feedback to improve products to more senior engineers or technical advisors.

• Identifies potential defects and escalates to more senior engineers to resolve.

• Uses automated tools to deliver solutions for a wide range of issues. Provides feedback on how to improve automated tools.

• Follows processes provided by the business.

• Attends case triage meetings or case discussions to collaborate and share ideas to resolve problems.

• Proficient in English (4 skills)

• Available to work for night shifts (around 10:00 PM - 7:00 AM, 5 shifts per week)

• Strong customer service experience with at least one year of practice

• Competitive salary depending on experience

• Salary at 100% during the probationary period

• Training will be offered

• Full working equipment will be provided

• 90% contribution of the gross salary to social insurance

• 12 days of annual leave, 8 days of sick leave

• 30% allowance on gross salary + PVI insurance + 500,000 VND food allowance for employees working night shift

• Annual Health Checkup