Kyanon Digital is a Vietnam-based tech powerhouse. We deliver world-class solutions to clients across the globe. At Kyanon Digital, we offer end-to-end solutions that encompass every facet of the digital landscape. With the slogan: “Digital Impact that Matters”, this has guided our team of over 300 employees for over 12 years, creating many positive changes for large clients in various industries.
We are looking for a proactive Customer Service Executive to provide exceptional technical support. The role involves addressing customer inquiries, troubleshooting technical issues, and ensuring smooth escalation of complex problems. The ideal candidate will have excellent communication skills, a customer-centric approach, and the ability to work in a 24/7 shift environment. Responsibilities also include staying updated on IT trends, contributing to knowledge base development, and maintaining accurate project records.
How You Can Contribute
1. Technical Support:
- Answering customer inquiries through various channels.
- Troubleshooting technical problems.
- Effectively escalate complex issues to the appropriate team members, ensuring smooth handover procedures and keeping customers informed throughout the resolution process.
- Providing clear and concise instructions to help customers resolve issues.
2. Customer Interaction:
- Building rapport and maintaining a positive and professional demeanor with customers.Actively listening to customer concerns and identifying their needs.
- Effectively communicating technical information in a clear and understandable way.
- Availability and Shift Work: Specify that the position requires availability to work in shifts, including nights, weekends, and holidays. This is crucial for a 24/7 customer service operation.
3. Additional Responsibilities:
- Stay up-to-date on IT’s trends by proactively staying updated on the latest technologies, products, and industry developments for better assistance.
- Contribute to the development of knowledge base articles and customers’ FAQs.
- Identify and report customer feedback to improve the company’s products and services.
- Address back-up strategies for ensuring continuity of service in the event of technical failures, staffing shortages, or other disruptions.
- Maintain accurate project records and ensure they’re up-to-date.
- Assign tasks to internal team members and other teams to solve problems and follow the timeline.
- Receive and verify transferred documents from other projects.
- Setup content website.
What You Need To Maximize Your Contribution
- Basic technical knowledge and understanding of IT concepts and principles.
- Excellent communication and interpersonal skills, both written and verbal.
- Customer-centric approach with a focus on problem-solving and conflict resolution.
- Ability to work independently and as part of a team.
- Proficient in using various software applications and communication tools.
Please don’t hesitate to become a part of our team by sending your updated resume, highlighting your experiences, via [email protected]. We will contact you soon.