Technical Software Support

- You have passion for working with customers
- You have strong organizational and planning skills.
- You possess exceptional written and verbal communication skills and outstanding phone presence with the ability to remain calm under pressure.
- You apply your strong interpersonal skills and ability to establish rapport to both customers and colleagues while maintaining integrity and honesty.
- Apply effective listening skills to understand needs beyond the question of the customer.
- Providing technical and customer support as per company core values.
- Work with Customer Success Manager in resolving technical issues and bugs
- Answering phone, email and in-app requests which are managed through our customer support help-desk in a timely manner.
- Attend and schedule meetings for online assistance and setup.
- Working with the development team through ticket resolution using Jira methodology.
- Updating support materials and maintaining customer support desk. Creating training videos and guides working with our QA department.
- Manage relationships with technical and support departments from our ERP and financial system partners and our clients IT providers.

Working location: 9F, Five Star Tower, 28Bis Mac Dinh Chi, Dakao Ward, District 1, Ho Chi Minh ( Công ty:Uiza)

Reward for being diligent:
- Free lunch and coffee!
- Work directly with the engineer director level, learn from the best;
- Challenging projects with a casual and friendly work environment;
- Creativity and innovation are highly appreciated;
- Career development in an international company;
- The chance to improve your hard and soft skills through workshops, knowledge sharing sessions and presentations on multiple IT-related topics;
- The possibility to become acquainted with trending technologies and frameworks and interact with professional teams that use them;
- International healthcare insurance, plus the basic insurances regulated by the Labor Code;
- Occasional team buildings that let you know your colleagues.

Common Benefits:
- Insurance package
- Creative, dynamic, friendly working environment
- Competitive salary, annual bonus
- Having chance to work onsite in Singapore, Thailand, Malaysia....

Require experiences with SaaS.

Education & Experience
- Minimum of College diploma - 2-year Information Technology with Co-op or graduation from an equivalent relevant IT formal education program and two or more years of related and/or progressive experience, preferred.
- 1-2 years of technical support experience
- Experience working for a SaaS company and/or start-up would be considered an asset
- English is mandatory, other languages will be considered an asset.

Core Competencies:
- You are polite and engaging with our customer with strong organizational and planning skills and the ability to prioritize and work responsibly with or without direct supervision.
- Understanding of video technologies such as HLS, DASH, RTMP , DRM …
- Understanding of internet technologies such as DNS, HTTP, FTP, Firewalls, Proxies, Client/Server architecture, Webhooks, etc
- Experience using Safari / Chrome / Firefox Developer Tools to troubleshoot requests.
- Understanding of JSON/XML data structures.
- You apply your strong interpersonal skills and ability to establish rapport to both customers and colleagues while maintaining integrity and honesty.
- Critical thinking and ability to resolve complex situations are key to the success in this role. Advanced Googler who can research for odd error messages or codes and can draw hypothesis around problems.
- You are not a developer, but you are able to discuss and give your input on technical issues, the same way you are able to explain technical issues to non-technical people.
- Ability to handle constantly changing flow of traffic: remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations.
- Must possess a thorough understanding of PC hardware and software configurations.

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